User Operations Generalist – Product & Technical (Contract)

Rozgoo; United States; Remote; USD 80.000 - 120.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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).

Aufgaben

• 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.

Kenntnisse

Customer support

Multi-channel

Communication

Automation tools

AI tools

Technical depth

Tools

Intercom

Scripting

Linear

Jobbeschreibung

About the Team The User Operations team at Perplexity AI is the frontline of our user experience. We ensure that our AI-powered search and answer engine delivers real value to every user—from individual consumers to teams and organizations. Our team operates across 3-4 active support channels—email, in-app messaging, Slack, and community—and collaborates closely with Product, Engineering, Billing, and Growth to turn user feedback into product improvements. We’re a lean, fast-moving group at a startup that ships constantly, so everyone on the team wears multiple hats and contributes well beyond just resolving tickets.

About the Role

Perplexity launches new features and products at a rapid pace—and this role sits at the center of that. We need a User Operations Generalist who combines excellent customer support instincts with real technical depth. You’ll handle high volumes of user inquiries across channels while also digging into product issues, using customer feedback to uncover problems, and providing solutions that improve the experience for everyone. This isn’t just ticket work. As new features and products ship, you’re the person who hears about it first from users—what’s working, what’s confusing, and what’s broken. You’ll use those interactions to surface insights that shape how launches land, identify issues before they scale, and provide clear solutions back to users. You’ll also build automations and improve workflows that make the team faster and smarter, so we can keep up with the pace of the product without sacrificing quality. You should be comfortable operating across multiple support channels and have experience standing up or optimizing multi-channel support operations—not just working in them, but thinking critically about how they’re structured, routed, and scaled. This role requires someone who can navigate ambiguity and fill in the gaps where processes don’t yet exist. You won’t always have a playbook—and that’s the point. We need someone who can define the path forward, not just follow one. You’re a strong, independent operator who doesn’t need to be told what to do next: You see the gap—whether it’s a missing Help Center article, a broken workflow, or a pattern in user tickets—and you move to fix it. You’re self‑motivated and take initiative, but you also know when to ask questions. You communicate effectively with the team—keeping people informed, surfacing blockers early, and making sure nothing falls through the cracks. We won’t hold your hand through this role, and we wouldn’t want to—because you’re the kind of person who thrives when given ownership and trust.

Responsibilities

• Handle a high volume of user inquiries across channels (email, chat, Slack, community) with speed, accuracy, and empathy for both consumer and business users.
• Deliver excellent customer support—clear, thoughtful, and human—even under pressure and at scale
• Triage and prioritize effectively to keep response and resolution times on target
• Use customer feedback and support interactions as a primary source for uncovering product issues, UX confusion, and feature gaps—especially as new products and features launch
• Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide users with solutions or workarounds, and document findings for Engineering
• Guide users through technical troubleshooting: AI search, LLM behavior, account configuration
• File well‑documented bugs in Linear with enough context for Engineering to act immediately
• Leverage AI tooling and automation (Intercom, scripts) to streamline operations, reduce repetitive work, and scale support quality
• Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
• Communicate cross-functionally—surface user insights to Product and Engineering, elevate issues, close the loop, and keep teammates informed
• Track support KPIs and propose data‑driven process improvements

Requirements

• 3+ years in customer support, user operations, or technical support—ideally at a SaaS or tech company
• Proven ability to manage high ticket volumes while maintaining quality and empathy
• Excellent customer-facing communication: clear, professional, and adaptable to different audiences
• Technical aptitude: comfortable working through product issues, navigating technical questions independently, and learning new tools and systems quickly
• Hands‑on experience with AI tools and automation platforms (Intercom workflows, scripting) to improve operations
• Familiarity with AI, LLMs, or search technologies
• Strong internal communication—keeps their immediate team informed, writes crisp updates for immediate team and cross-functional partners (Product, Engineering, etc.), and ensures stakeholders stay in the loop on issues and progress
• Self‑motivated and proactive: manages own priorities, takes initiative, delivers without waiting for direction
• Experience creating user-facing documentation (e.g., Help Center articles, FAQs, guides