Customer Support and Success Associate APAC (Full Time)

Perplexity is an AI-powered answer engine founded in December 2022 and growing rapidly as one of the world’s leading AI platforms. Perplexity has raised over $1B in venture investment from some of the world’s most visionary and successful leaders, including Elad Gil, Daniel Gross, Jeff Bezos, Accel, IVP, NEA, NVIDIA, Samsung, and many more. Our objective is to build accurate, trustworthy AI that powers decision-making for people and assistive AI wherever decisions are being made. Throughout human history, change and innovation have always been driven by curious people. Today, curious people use Perplexity to answer more than 780 million queries every month–a number that’s growing rapidly for one simple reason: everyone can be curious.

About the Team

The APAC User Operations team serves as the frontline for delivering Perplexity AI's industry-leading search capabilities to enterprise clients and individual users across Asia-Pacific markets. This team collaborates with Product, Engineering, Localization, and Technical Success departments to resolve complex technical issues while adapting support frameworks to regional service expectations.

Operational Scaling

• Architect Tokyo-based support operations covering JST time zone (9 AM - 6 PM) with 8-hour shift rotations
• Implement comprehensive QA protocols and performance metrics that align with both global standards and regional expectations
• Operational performance of services and support, meeting experience, revenue, budget and performance targets

Technical Support Execution

• Localize 15+ knowledge base articles, maintaining terminology consistency with product UI localization efforts
• Drive innovation through experimentation with a design thinking approach to improve support efficiency and effectiveness
• Anticipate customer issues, orchestrate timely resolutions, and act as an escalation point for complex problems

Customer Success & Growth

• Define and drive a targeted, goal-based engagement plan that aligns with customers' objectives
• Collaborate with sales teams to ensure customer insights are translated into actionable growth strategies
• Understand and optimize for the unique customer service expectations across different APAC markets
• Generate customer insights by understanding both competitive landscape and end-to-end customer journey, including goals, behaviors, and pain points

Cross-Functional Collaboration

• Engage cross-functionally with key stakeholders to drive projects and influence decisions that enable delivery of your customer strategy
• Provide structure and thought leadership by developing priorities and managing operating mechanisms that drive organizational effectiveness
• Collaborate with product teams to provide important customer feedback and process improvement suggestions
• Partner with marketing to leverage customer success stories and drive market growth

Qualifications

• Fluency in English and Japanese is a must
• Technical writing proficiency in Japanese
• 3+ years of experience in customer-facing roles with proven ability to engage with customers at both project and senior management levels
• Strong customer orientation with focus on quality and ability to interact with Software Engineers and business decision-makers
• Proven record of successful account management with creative problem-solving skills in a fast-paced environment

Nice to have:

• Business or Fluent level Korean or Mandarin Chinese
• Consumer product and/or API understanding and experience
• Experience with both enterprise and consumer support operations
• Track record in transforming support from a cost center to a value driver
• Experience working with international teams and environments