User Operations Generalist — AI Support & Product Insight

Perplexity; California (MO); Hybrid; USD 100,000 - 115,000; Full time

Job summary

Perplexity is seeking a User Operations Generalist who combines strong customer support instincts with deep technical understanding. You will manage inquiries across email, chat, Slack, and community channels while surfacing product issues and driving improvements.

You will build automations, optimize workflows, and own cross‑functional communication to ensure fast, high‑quality responses as new features ship at pace.

Qualifications

• 3+ years in customer support, user operations, or technical support at a SaaS or tech company.
• Proven ability to manage high ticket volumes while maintaining quality and empathy.
• Excellent customer-facing communication and adaptability to different audiences.
• Technical aptitude: comfortable diagnosing issues and learning new tools quickly.
• Experience with AI tools and automation to improve operations.

Responsibilities

• Handle a high volume of user inquiries across channels with speed, empathy, and accuracy.
• Deliver clear, thoughtful, and human customer support at scale.
• Triage and prioritize to keep response and resolution times on target.
• Use user feedback to surface product issues, UX confusion, and feature gaps.
• Investigate and troubleshoot product issues and document findings for Engineering.
• Guide users through technical troubleshooting of AI search, LLM behavior, and account configuration.
• File well-documented bugs in Linear with context for Engineering.
• Leverage AI tooling to automate workflows and scale support quality.
• Write and maintain Help Center articles and internal SOPs.
• Share user insights with Product and Engineering and track KPIs for improvements.

Skills

Customer support

Multi-channel support

Automation

Intercom workflows

Technical aptitude

Tools

Intercom

Linear

Notion

Job description

Perplexity is seeking a User Operations Generalist who combines strong customer support instincts with deep technical understanding. You will manage inquiries across email, chat, Slack, and community channels while surfacing product issues and driving improvements.

You will build automations, optimize workflows, and own cross‑functional communication to ensure fast, high‑quality responses as new features ship at pace.