Enterprise Customer Support Specialist

1 Month ago • 2 Years + • Customer Service

Job Summary

Job Description

The Enterprise Customer Support Specialist will provide technical support to enterprise customers, focusing on U.S. and E.U. markets. They will solve complex issues, advise on product usage, and work with support leadership and product teams. Responsibilities include maintaining expertise in Perplexity Enterprise features, creating support documentation, tracking metrics, and assisting with security compliance. The role requires understanding of E.U.-specific security requirements, and experience with customer support platforms. The candidate will support enterprise clients across various industries and their unique use cases, ensuring high customer satisfaction in a fast-paced environment.

Must have:

2+ years in B2B enterprise customer support, experience in European markets
Understanding of E.U. security requirements and GDPR compliance
Knowledge of AI products, and ability to explain technical concepts clearly
Excellent communication skills in English and another language.
Experience with customer support platforms (Intercom or Zendesk)
Proven track record of high customer satisfaction
Technical familiarity with enterprise software

Good to have:

Stripe support experience
Knowledge of SSO implementations and API integrations
Experience supporting AI or search products
Familiarity with enterprise cloud storage services

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

problem-solving

quality-control

lqa

stripe

Job Details

We are seeking an experienced Enterprise Customer Support Specialist to join our team and provide exceptional support for our Enterprise Pro offer at Perplexity. The ideal candidate will have a strong background in supporting enterprise-level B2B products and a solid understanding of both U.S. and E.U. security requirements.

Responsibilities

Provide technical support to enterprise customers across both U.S. and E.U. markets, solving complex issues and advising on product usage
Work with support leadership and product teams to address customer needs and improve our Enterprise Pro offering
Maintain expertise in Perplexity Enterprise features, including AI models and cloud integrations
Create and maintain support documentation, FAQs, and troubleshooting guides for enterprise customers
Track and report on key support metrics like response times and customer satisfaction
Help with security compliance requirements specific to E.U. regulations and data protection standards
Support enterprise clients across various industries with their unique use cases

Qualifications

2+ years in B2B enterprise customer support, with experience supporting European markets
Understanding of E.U.-specific security requirements, localization practices and GDPR compliance
Knowledge of AI products and ability to explain technical concepts clearly to non-technical audiences
Excellent communication skills in English and additional language such as Spanish, French or German
Experience with customer support platforms like Intercom or Zendesk
Proven track record of high customer satisfaction in fast-paced environments
Technical familiarity with enterprise software (engineering background not required)

Bonus

Stripe support experience
Knowledge of SSO implementations and API integrations
Experience supporting AI or search products
Familiarity with enterprise cloud storage services

At Perplexity, we've experienced tremendous growth and adoption since publicly launching the world's first fully functional conversational answer engine in 2022. We've grown from answering 2.5 million questions per day at the start of 2024 to around 20 million daily queries in December 2024. We also offer Perplexity Enterprise Pro, which counts leading companies like Nvidia, the Cleveland Cavaliers, Bridgewater, and Zoom as customers.

To support our rapid expansion, we've raised significant funding from some of the most respected technology investors. Our investor base includes IVP, NEA, Jeff Bezos, NVIDIA, Databricks, Bessemer Venture Partners, Elad Gil, Nat Friedman, Daniel Gross, Naval Ravikant, Tobi Lutke, and many other visionary individuals. In 2024, our employee base grew nearly 300%, and we're just getting started.

Final offer amounts are determined by multiple factors, including, experience and expertise, and may vary from the amounts listed above.