Customer Support - Product & Technical (Full-Time)

Perplexity AI • New York City; Remote; San Francisco • 6d ago

About the Team

The User Operations team at Perplexity AI is the frontline of our user experience, dedicated to ensuring that our AI-powered search and question-answering platform delivers exceptional value to our diverse user base. We work tirelessly to understand user needs, resolve issues, and gather insights that drive product improvements. Our team collaborates closely with Product, Engineering, and other departments to continuously enhance the user experience and maintain the high standards of our innovative AI technology.

About the role

We are seeking an empathetic and adaptable User Operations Generalist to join our dynamic team. In this role, you will be the primary advocate for our users, ensuring their success and satisfaction with our platform. You will handle a wide range of user inquiries, provide exceptional support, and contribute to the ongoing refinement of our user experience. This position offers a unique opportunity to work at the forefront of AI technology while honing your customer experience skills.

Key Responsibilities

Provide outstanding customer support through various channels including email, chat, and social media, ensuring timely and effective resolution of user inquiries.
Develop a deep understanding of our AI-powered platform to effectively assist users with their questions and concerns.
Identify and escalate complex issues to appropriate teams, following up to ensure satisfactory resolution.
Collect and analyze user feedback to identify trends and opportunities for improving the user experience.
Contribute to the creation and maintenance of user-facing documentation, including FAQs, guides, and tutorials.
Assist in user onboarding processes and create educational content to help users maximize the potential of our AI platform.

Qualifications

Bachelor’s degree in a relevant field or equivalent work experience.
3+ years of experience in customer support, user operations, or a similar customer-facing role.
Exceptional communication skills, with the ability to convey complex concepts in simple, user-friendly terms.
Strong problem-solving abilities and attention to detail.
Demonstrated empathy and patience when dealing with user concerns.
Ability to multitask and prioritize effectively in a fast-paced environment.
Proficiency with CRM systems and support ticketing tools.
Basic understanding of AI and search technologies, with a willingness to learn and stay updated on advancements in the field.
Experience with data analysis and reporting tools is a plus.
Passion for technology and its potential to enhance user experiences.

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