RefolkCandidates
JobsBuild my resume

Enterprise Customer Support Specialist

Perplexity · San Francisco

$110k - $130k/yrRemoteMid levelSupportCustomer Success & SupportCustomer Success & SupportPosted 4 months ago
Apply with a tailored resumeView the original posting

About this role

Perplexity is an AI-powered answer engine used to solve billions of queries every month. We build accurate, trustworthy AI that powers decision-making for curious people and organizations worldwide. We are looking for an experienced Enterprise Customer Support Specialist who can marry deep product expertise with a passion for scaling world-class support through automation. You will be the primary advocate for our Enterprise Pro customers, helping them maximize value, troubleshooting complex issues, and feeding their insights straight into future product development. RESPONSIBILITIES - Work directly with enterprise customers - via tickets, Slack, and sometimes calls - to diagnose and resolve their most complex technical and product questions, acting as the “last line of defense” before Product and Engineering step in. - Leverage Perplexity’s own AI tooling and workflow automations to democratize world-class support at scale, continuously identifying opportunities to replace repetitive tasks with agentic, self-service solutions that feel personalized. - Build durable relationships with Enterprise users, advising on best practices, capturing structured feedback, and championing customer needs in roadmap discussions. - Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations. - Design and maintain detailed use-case flows, playbooks, and internal runbooks that empower teammates and customers to solve recurring challenges faster. - Create and update external documentation (FAQs, help center, guides, tutorials) and internal knowledge bases to ensure information is discoverable and up-to-date. - Track and report support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvements. - Participate in an on-call rotation - including some holidays or weekends - to guarantee timely global coverage. REQUIREMENTS - Minimum 3+ years in B2B enterprise customer support

Excerpt from the posting Perplexity published. Read the full description on their site before applying.

Skills this posting mentions

AutomationSQLAnalytics Tools

About Perplexity AI

Perplexity AI builds AI native search tools. Perplexity Ask, a new search interface that uses OpenAI GPT 3.5 and Microsoft Bing to directly answer any question you ask.

All 87 openings at Perplexity AI

Apply to this role, tailored

Queue Enterprise Customer Support Specialist at Perplexity and I will read the posting, rewrite your resume against it, draft the cover letter, and score the fit before you send anything.

Applications finish as drafts. Nothing is sent until you read it and press send. New accounts start with 500 free credits.

Tailor my applicationHow it works

More roles at Perplexity

See all

Similar roles elsewhere

See more

Listed from the job board Perplexity publishes. Refolk is not the employer and does not handle their hiring. Applications go to Perplexity directly.