Owner, Multi-Channel User Operations

Rozgoo; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Perplexity AI is seeking a User Operations Generalist to manage high volumes of user inquiries across email, in-app, Slack, and community channels while diagnosing product issues and surfacing practical improvements. You’ll own workflows, write clear SOPs, and build automations to scale support without sacrificing quality.

You’ll collaborate with Product, Engineering, Billing, and Growth to turn feedback into enhancements, create Help Center articles, and ensure a fast, human, and consistent

Qualifications

• 3+ years in customer support, user operations, or tech support.
• Experience handling high ticket volumes with empathy.
• Excellent written and verbal communication.
• Technical aptitude to troubleshoot product issues independently.
• Experience creating user-facing docs (Help Center articles).

Responsibilities

• Handle a high volume of user inquiries across channels with speed, accuracy, and empathy.
• Triage and prioritize to keep response and resolution times on target.
• Uncover product issues from feedback and provide actionable solutions.
• Build automations and optimize workflows to scale support.
• Document bugs and coordinate with Engineering.
• Write and maintain Help Center articles and SOPs.
• Communicate insights across Product and Engineering and keep teams informed.
• Track support KPIs and propose improvements.

Skills

Customer support

Multi-channel

Communication

Automation tools

AI tools

Technical depth

Tools

Intercom

Scripting

Linear

Job description

Perplexity AI is seeking a User Operations Generalist to manage high volumes of user inquiries across email, in-app, Slack, and community channels while diagnosing product issues and surfacing practical improvements. You’ll own workflows, write clear SOPs, and build automations to scale support without sacrificing quality.

You’ll collaborate with Product, Engineering, Billing, and Growth to turn feedback into enhancements, create Help Center articles, and ensure a fast, human, and consistent