SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Perplexity AI is seeking a Consumer Support Specialist to join the User Operations team, the frontline of the company's AI-powered search and answer engine experience. This role sits at the center of rapid product launches and feature releases, combining customer support excellence with technical depth.
You will handle high volumes of user inquiries across multiple channels—email, in-app messaging, Slack, and community—while collaborating closely with Product, Engineering, Billing, and Growth teams. This is not purely ticket-resolution work. You'll be the first to hear from users about what's working, what's confusing, and what's broken. You'll use these interactions to surface insights that shape product launches, identify issues before they scale, and provide clear solutions that improve the experience for everyone.
Key responsibilities include:
- Managing high-volume user inquiries across channels with speed, accuracy, and empathy for both consumer and business users
- Triaging and prioritizing effectively to maintain target response and resolution times
- Using customer feedback as a primary source for uncovering product issues, UX confusion, and feature gaps
- Investigating and troubleshooting product issues: reproducing problems, isolating root causes, providing solutions or workarounds, and documenting findings for Engineering
- Guiding users through technical troubleshooting related to AI search, LLM behavior, and account configuration
- Filing well-documented bugs in Linear with sufficient context for immediate Engineering action
- Leveraging AI tooling and automation (Intercom, scripts) to streamline operations and reduce repetitive work
- Writing and maintaining Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
- Communicating cross-functionally to surface user insights, escalate issues, and keep teammates informed
- Tracking support KPIs and proposing data-driven process improvements
This role requires someone who can navigate ambiguity and fill gaps where processes don't yet exist. You won't always have a playbook—you'll define the path forward. You're a strong, independent operator who sees gaps and moves to fix them, takes initiative while knowing when to ask questions, and thrives when given ownership and trust.
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 skills; keeps immediate team informed and writes crisp updates for cross-functional partners
- Self-motivated and proactive: manages own priorities, takes initiative, delivers without waiting for direction
- Experience creating user-facing documentation (Help Center articles, FAQs, guides) and internal SOPs, templates, and playbooks
- Experience with multi-channel support operations—not just working across channels, but helping stand up, optimize, or scale how support is structured and routed
- Comfortable in a fast-paced, high-volume startup environment with shifting priorities
NICE TO HAVE:
- Experience with support and operations tooling such as Intercom, Parahelp, Linear, Notion, or Stripe
- Familiarity with prompting techniques and LLM optimization
- Basic web tech understanding (HTTP, REST APIs, JavaScript, HTML)
- Data analysis tools (SQL, Looker, Snowflake)
- Scripting or lightweight automation background (Google Apps Script, Python)
- Experience at an early-stage or high-growth startup
About Perplexity AI
AI / Data / Infrastructure — AI answer engine and search product for consumers and enterprises.
