Consumer Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Perplexity

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2022

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Perplexity is an AI-powered conversational search and assistant platform that lets users ask natural-language questions and explore curated topic "Spaces" such as Finance, Health, and Sports. It provides tools for comparing, troubleshooting, and analyzing information, maintains search history, and offers Pro subscription features alongside multiple sign-in options (Google, Apple, email, SSO). The product is delivered as a web-based service focused on surfacing concise, sourced answers and research assistance.

📋 Description

• Handle high volumes of user inquiries across email, chat, Slack, and community channels for consumer and business users • Deliver clear, thoughtful, and human customer support at scale • Triage and prioritize inquiries to meet response and resolution targets • Use customer feedback to identify product issues, UX confusion, and feature gaps • Investigate and troubleshoot product issues, reproduce problems, isolate root causes, and provide solutions or workarounds • Guide users through technical troubleshooting involving AI search, LLM behavior, and account configuration • File well-documented bugs in Linear for Engineering • Build and use AI tooling and automation, including Intercom workflows and scripts, to streamline operations • Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides • Communicate user insights and escalations to Product and Engineering, 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 • Ability to manage high ticket volumes while maintaining quality and empathy • Excellent customer-facing communication skills • Technical aptitude and ability to troubleshoot product issues independently • Hands-on experience with AI tools and automation platforms, including Intercom workflows and scripting • Familiarity with AI, LLMs, or search technologies • Strong internal and cross-functional communication skills • Self-motivated and proactive approach • Experience creating user-facing documentation and internal SOPs, templates, and playbooks • Experience with multi-channel support operations, including standing up, optimizing, or scaling support structures and routing • Comfort working in a fast-paced, high-volume startup environment with shifting priorities • Familiarity with Intercom, Parahelp, Linear, Notion, or Stripe • Familiarity with prompting techniques and LLM optimization • Basic understanding of HTTP, REST APIs, JavaScript, and HTML • Experience with SQL, Looker, or Snowflake • Scripting or lightweight automation experience with Google Apps Script or Python • Experience at an early-stage or high-growth startup

🏖️ Benefits

• Equity • Health insurance • Dental insurance • Vision insurance • Retirement benefits • Fitness benefits • Commuter benefits • Dependent care accounts • Regionally tailored benefits for full-time employees outside the U.S.