Perplexity

User Operations Generalist – Product & Technical

Perplexity

contract

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Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $40 - $45 per hour

About the role

  • Handle a high volume of user inquiries across channels (email, chat, Slack, community) with speed, accuracy, and empathy for both consumer and business users.
  • Deliver excellent customer support—clear, thoughtful, and human—even under pressure and at scale
  • Triage and prioritize effectively to keep response and resolution times on target
  • Use customer feedback and support interactions as a primary source for uncovering product issues, UX confusion, and feature gaps—especially as new products and features launch
  • Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide users with solutions or workarounds, and document findings for Engineering
  • Guide users through technical troubleshooting: AI search, LLM behavior, account configuration
  • File well-documented bugs in Linear with enough context for Engineering to act immediately
  • Leverage AI tooling and automation (Intercom, scripts) to streamline operations, reduce repetitive work, and scale support quality
  • Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
  • Communicate cross-functionally—surface user insights to Product and Engineering, escalate issues, 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
  • 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—keeps their immediate team informed, writes crisp updates for immediate team and cross-functional partners (Product, Engineering, etc.), and ensures stakeholders stay in the loop on issues and progress
  • Self-motivated and proactive: manages own priorities, takes initiative, delivers without waiting for direction
  • Experience creating user-facing documentation (e.g., Help Center articles, FAQs, guides) as well as 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttechnical supporttroubleshootingdocumentationdata-driven process improvementsAI toolsautomation platformsscriptingUX analysismulti-channel support operations
Soft Skills
empathycommunicationadaptabilityself-motivationproactivityteam collaborationprioritizationproblem-solvingattention to detailpressure management