Consumer Support Specialist

Perplexity AIAI, SaaS

Remote (United States)Full-TimeMiddle

Salary$100K - $115K

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Job Details

Experience: 3+ years
Required Skills: Artificial IntelligenceDocumentationSaaSTechnical supportCustomer support

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 skills, both written and verbal.
Technical aptitude for working through product issues and navigating new systems.
Hands-on experience with AI tools and automation platforms (e.g., Intercom workflows, scripting).
Familiarity with AI, LLMs, or search technologies.
Strong internal communication skills for coordinating with Product and Engineering teams.
Self-motivated, proactive mindset with the ability to manage own priorities.
Experience creating user-facing documentation like Help Center articles and FAQs.
Experience optimizing and scaling multi-channel support operations.
Comfort working in a fast-paced, high-growth startup environment.

Handle a high volume of user inquiries across email, chat, Slack, and community channels with speed, accuracy, and empathy.
Deliver excellent, clear, and human-centric customer support under pressure.
Triage and prioritize inquiries to ensure target response and resolution times.
Use customer feedback to uncover product issues, UX friction, and feature gaps.
Investigate technical product issues, isolate root causes, and provide solutions or workarounds.
File well-documented bug reports in Linear for Engineering.
Leverage AI tooling and automation (e.g., Intercom) to streamline operations and reduce repetitive tasks.
Create and maintain Help Center articles, internal SOPs, and troubleshooting guides.
Collaborate with Product and Engineering to escalate issues and communicate user insights.

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