Consumer Support Specialist

Perplexity
California
Workplace: RemoteFull timeUSD 100,000 - 115,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Communication","Empathetic support","Triage and prioritization","Ownership","Proactive problem-solving"]

Own high-volume user support across email, chat, Slack, and community for both consumer and business users. Triage, prioritize, and deliver empathetic, accurate resolutions while using support interactions to uncover product issues, UX confusion, and feature gaps. Troubleshoot and guide users through technical problems, file actionable bugs in Linear, and improve workflows with AI tools, automations, and Help Center documentation.

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FursaFursa
Perplexity
Perplexity
3 days ago

Consumer Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own high-volume user support across email, chat, Slack, and community for both consumer and business users. Triage, prioritize, and deliver empathetic, accurate resolutions while using support interactions to uncover product issues, UX confusion, and feature gaps. Troubleshoot and guide users through technical problems, file actionable bugs in Linear, and improve workflows with AI tools, automations, and Help Center documentation.
Location: California
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle a high volume of user inquiries across email, chat, Slack, and community with speed, accuracy, and empathy.
  • •Triaging and prioritizing to keep response and resolution times on target.
  • •Investigate and troubleshoot product issues by reproducing problems, isolating root causes, providing solutions/workarounds, and documenting findings for Engineering.
  • •Guide users through technical troubleshooting for AI search, LLM behavior, and account configuration.
  • •Use AI tooling and automation (e.g., Intercom and scripts) and maintain Help Center articles, internal SOPs, and escalation playbooks while tracking KPIs and proposing improvements.

Pay and Benefits

Salary: USD 100,000 - 115,000 annually
Equity and Bonus:Equity

Key Requirements

  • •3+ years in customer support, user operations, or technical support, ideally at a SaaS or tech company.
  • •Ability to manage high ticket volumes while maintaining quality and empathy.
  • •Excellent customer-facing communication adaptable to different audiences.
  • •Technical aptitude to investigate product issues independently and learn new tools quickly.
  • •Hands-on experience using AI tools and automation platforms (e.g., Intercom workflows and scripting) to improve operations.
Experience:3+ yearsSaaSTech company
Skills:CommunicationEmpathetic supportTriage and prioritizationOwnershipProactive problem-solving
Tech Stack:IntercomSlackLinearHelp CenterAILLMsScriptsParahelpNotionStripeHTTPREST APIsJavaScriptHTMLSQLLookerSnowflakeGoogle Apps ScriptPython

Company Brief

Perplexity
Perplexity AI provides an AI-powered answer engine that returns conversational, citation-backed answers to user queries and offers Pro/Enterprise products and APIs for research, knowledge work, and search augmentation.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Revenue: USD 50M to 100M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.6
WebsiteLinkedInGlassdoor