About the job
Join Our Dynamic Team
As a vital part of the APAC User Operations team at Perplexity AI, you will play a key role in delivering outstanding search capabilities to both enterprise clients and individual users throughout the Asia-Pacific region. Our team works collaboratively with Product, Engineering, Localization, and Technical Success departments to tackle intricate technical challenges while adjusting support frameworks to meet local service expectations.
Operational Scaling
Design and manage Tokyo-based support operations within the JST time zone (9 AM - 6 PM), ensuring effective 8-hour shift rotations.
Establish thorough QA protocols and performance metrics that reflect both global standards and regional needs.
Oversee the operational performance of services and support, achieving experience, revenue, budget, and performance goals.
Technical Support Execution
Localize over 15 knowledge base articles, ensuring terminology consistency with product UI localization efforts.
Foster innovation through experimentation and a design thinking mindset to enhance support efficiency and effectiveness.
Proactively identify customer issues, orchestrate timely resolutions, and serve as an escalation point for complex challenges.
Customer Success & Growth
Develop and implement a strategic, goal-oriented engagement plan that aligns with customer objectives.
Collaborate with sales teams to convert customer insights into actionable growth strategies.
Understand and adapt to the distinct customer service expectations across various APAC markets.
Gather customer insights by analyzing the competitive landscape and the complete customer journey, including goals, behaviors, and pain points.
Cross-Functional Collaboration
Engage with key stakeholders across functions to drive projects and influence decisions that enhance your customer strategy.
Provide structure and leadership by establishing priorities and managing operational mechanisms that promote organizational effectiveness.
