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 high-quality technical support to our enterprise customers, ensuring timely resolution of complex issues and advice on use cases.
- Collaborate with the head of support, as well as the product, business and technical teams to identify and resolve customer pain points and drive product improvements.
- Develop and maintain a deep understanding of the capabilities, limitations, and best practices for our Enterprise Pro product.
- Create and maintain comprehensive documentation, including knowledge base articles, user guides, and macros.
- Monitor and report on key support metrics for Enterprise, such as customer satisfaction, response times, and resolution rates.
- Knowledge of security, compliance and proven ability to fill out questionnaires and forms is a plus.
Requirements
- 3+ years of experience in a senior customer support role, specifically supporting B2B enterprise products
- Strong understanding of security requirements and best practices for both U.S. and E.U. enterprise customers
- Solid technical knowledge of AI products, with the ability to understand and communicate complex concepts
- Experience collaborating with product and technical teams to drive product enhancements and resolve customer issues
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders
- Proven track record of delivering exceptional customer service and maintaining high customer satisfaction scores
- Familiarity with customer support CMS tools such as Intercom or Zendesk is a plus
Bonus
- Experience using Stripe as a Support Specialist
- Bachelor's degree in Computer Science, Engineering, or a related field preferred
Our cash compensation range for this role is $80,000 - $90,000.
At Perplexity, we've experienced tremendous growth and adoption since publicly launching the world's first fully functional conversational answer engine just over a year ago. Our AI-powered search assistant has amassed 10 million monthly active users as of early 2024, with our mobile apps installed over 1 million times across iOS and Android devices. In 2023 alone, we served over 500 million queries from users around the globe.
To support our rapid expansion, we've raised significant funding from some of the most respected investors in technology. In January 2024, we raised $73.6 million in a Series B round led by IVP, with participation from NVIDIA, Jeff Bezos' investment fund, NEA, Databricks, and other prominent firms. We followed that up with a $62.7 million Series B1 round in April 2024 led by Daniel Gross, valuing Perplexity at over $1 billion.
Our prominent investor base includes IVP, NEA, Jeff Bezos, NVIDIA, Databricks, Bessemer Venture Partners, Elad Gil, Nat Friedman, Naval Ravikant, Tobi Lutke, and many other visionary individuals.
Final offer amounts are determined by multiple factors, including, experience and expertise, and may vary from the amounts listed above.
Equity: In addition to the base salary, equity is part of the total compensation package.
Benefits: Comprehensive health, dental, and vision insurance for you and your dependents. Includes a 401(k) plan.