User Operations Generalist at Perplexity AI

About the Team

The User Operations team at Perplexity AI ensures our AI-powered search and answer engine delivers real value to users—from individuals to teams and organizations. Operating across 3-4 active support channels (email, in-app messaging, Slack, and community), the team collaborates closely with Product, Engineering, Billing, and Growth to turn user feedback into product improvements. This is a lean, fast-moving group at a startup that ships constantly, requiring everyone to wear multiple hats and contribute beyond just resolving tickets.

The Role

Perplexity AI launches new features and products rapidly, and this role sits at the center of that momentum. We seek a User Operations Generalist who combines exceptional customer support instincts with deep technical expertise. You’ll handle high volumes of user inquiries across channels while addressing product issues, using customer feedback to identify problems, and providing solutions that enhance the experience for all users.

This role extends beyond ticket resolution. As new features and products launch, you’ll be the first to hear user feedback—what’s working, what’s confusing, and what’s broken. Your interactions will surface insights that shape product launches, identify issues before they scale, and provide clear solutions to users. Additionally, you’ll build automations and optimize workflows to enhance team efficiency, ensuring we maintain quality without slowing down.

You must be comfortable managing multiple support channels and have experience optimizing multi-channel support operations—not just participating in them, but critically evaluating their structure, routing, and scalability.

The role demands someone who thrives in ambiguity and fills gaps where processes don’t yet exist. You won’t always have a playbook—and that’s intentional. We need someone who can define the path forward, not just follow it.

You’re a self-driven operator who doesn’t need constant direction:

• You identify gaps—whether missing Help Center articles, broken workflows, or recurring user issues—and take action to fix them.
• You’re proactive and take initiative, but you also know when to ask questions.
• You communicate effectively with the team, keeping everyone informed, surfacing blockers early, and ensuring nothing falls through the cracks.
• We trust you to thrive with ownership and autonomy.

Responsibilities

• Handle high volumes 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 inquiries to meet response and resolution targets.
• Use customer feedback and support interactions to uncover product issues, UX confusion, and feature gaps, especially during new product launches.
• Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide solutions or workarounds to users, and document findings for Engineering.
• Guide users through technical troubleshooting, including AI search, LLM behavior, and account configuration.
• File well-documented bugs in Linear with sufficient context for Engineering to act immediately.
• Leverage AI tooling and automation (e.g., Intercom, scripting) to streamline operations, reduce repetitive tasks, and scale support quality.
• Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides.
• Communicate cross-functionally, surfacing user insights to Product and Engineering, escalating issues, and keeping stakeholders 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 diverse audiences.
• Technical aptitude: comfortable troubleshooting product issues, navigating technical questions independently, and quickly learning new tools.
• Hands-on experience with AI tools and automation platforms (e.g., Intercom workflows, scripting) to improve operations.
• Familiarity with AI, LLMs, or search technologies.
• Strong internal communication: keeps teammates informed, writes concise updates for cross-functional partners, and ensures stakeholders stay updated.
• Self-motivated and proactive: manages priorities, takes initiative, and delivers without waiting for direction.
• Experience creating user-facing documentation (e.g., Help Center articles, FAQs, guides) and internal SOPs, templates, and playbooks.
• Experience with multi-channel support operations—not just participating but optimizing their structure and scalability.
• Comfortable in fast-paced, high-volume startup environments with shifting priorities.

Nice to Have

• Experience with support and operations tooling such as Intercom, Parahelp, Linear, Notion, or Stripe.
• Familiarity with prompting techniques and LLM optimization.
• Basic understanding of web technologies (HTTP, REST APIs, JavaScript, HTML).
• Experience with data analysis tools (SQL, Looker, Snowflake).
• Background in scripting or lightweight automation (e.g., Google Apps Script, Python).
• Experience at an early-stage or high-growth startup.

Who You Are

You’re the kind of person who:

• Sees gaps and fills them proactively.
• Thrives in high-volume environments while maintaining quality.
• Thinks creatively and isn’t afraid to challenge the status quo.
• Treats every user interaction as a learning opportunity about the product.
• Enjoys building automations that save the team time.
• Communicates clearly, whether writing Help Center articles, filing bugs, or updating the team.
• Takes full ownership end-to-end, following through on every task.

Why Perplexity?

Impact at Scale – Your work influences millions of users and shapes the future of AI-powered search.

Velocity & Ownership – Ship improvements quickly in a culture that values curiosity, speed, and quality.

Cutting-Edge Tech – Operate at the forefront of applied LLMs and help define how AI transforms customer support.