This is a hands-on leadership role for someone who can build the support machine, not just run the queue. You will own the team, the systems, the feedback loops, and the AI tools that help Perplexity deliver great support without scaling headcount linearly.
Responsibilities- Lead Perplexity's support function across Enterprise and consumer customers.
- Build one operating model for queues, coverage, escalations, SLAs, QA, reporting, and team performance.
- Coach and develop a distributed team with a high bar for customer empathy, technical judgment, speed, and written communication.
- Own support AI tooling, including support bot agents, AI-assisted triage, routing, knowledge retrieval, and agent workflows.
- Partner with Sales, Customer Success, Product, Engineering, and RevOps to turn customer pain and ticket trends into better product and customer experiences.
- Improve high-touch Enterprise support while scaling high-volume consumer support through better tooling, documentation, and automation.
- Hire thoughtfully as the business grows, balancing team growth with process, product, and AI leverage.
- Serve as an escalation leader for complex, high-priority, or ambiguous customer issues.
What We're Looking For- 8+ years in customer support, technical support, customer experience, or support operations at a fast-growing technology company.
- 4+ years managing support teams, ideally across multiple support motions, distributed teammates, contractors, or technical specialists.
- Experience building support processes, escalation paths, knowledge systems, QA routines, reporting, and team operating rhythms from an early or scaling stage.
- Strong technical fluency and comfort working with Product and Engineering on bugs, escalations, admin workflows, enterprise software, and customer-impacting issues.
- Experience using AI, automation, help desk systems, or support operations workflows to improve customer experience and team efficiency.
- High ownership, strong customer judgment, and comfort operating in ambiguity.
