Customer Success and Support Operations Leader

2 Months ago • 7 Years + • Customer Service

Job Summary

Job Description

The APAC User Operations team is seeking a Customer Success and Support Operations Leader to drive retention and revenue growth. This role involves leading the vision and strategy for Customer Success and Support in the APAC region, building and mentoring a high-performing team, and ensuring alignment with global teams while accounting for regional differences. Responsibilities include architecting support operations in Tokyo, developing hiring pipelines, implementing QA protocols, and meeting performance targets. The role also includes technical support execution like localizing knowledge base articles and driving innovation. Furthermore, this role includes defining and driving a goal-based engagement plan, collaborating with sales teams, and optimizing customer experiences. The candidate will be responsible for providing structure and thought leadership by developing priorities and managing operating mechanisms that drive organizational effectiveness.
Must have:
  • Fluency in English and Japanese is a must
  • Technical writing proficiency in Japanese
  • 7+ years of experience in customer-facing roles
  • Strong customer orientation and ability to interact with Software Engineers
  • Proven record of successful account management
  • Experience in building and leading customer success/support teams in APAC markets
Good 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

Job Details

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.

Responsibilities

Strategic Leadership & Team Development

  • Create and lead the vision and strategy for APAC Customer Success and Support, leveraging the function as a strategic asset to drive retention and revenue growth
  • Build, mentor, and develop a high-performing team across support and success functions
  • Establish strong partnerships with global teams to ensure alignment and consistency in service delivery while accounting for regional nuances.
  • Foster an 'advocacy' culture that places emphasis on delighting customers in everything we do

Operational Scaling

  • Architect Tokyo-based support operations covering JST time zone (9 AM - 6 PM) with 8-hour shift rotations
  • Develop hiring pipeline for Support Associates in Japan, with expansion plans for other key APAC markets
  • Implement comprehensive QA protocols and performance metrics that align with both global standards and regional expectations
  • Lead 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
  • Develop strategies to maximize product adoption and optimize the customer experience
  • 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
  • 7+ 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
  • Experience in building and leading customer success/support teams in APAC markets

Bonus

  • 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

 

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.
 
 
 
 

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