Customer Support and Success Associate APAC (Full Time)

Perplexity is an AI-powered answer engine founded in December 2022 and growing rapidly as one of the world’s leading AI platforms. Perplexity has raised over $1B in venture investment from some of the world’s most visionary and successful leaders, including Elad Gil, Daniel Gross, Jeff Bezos, Accel, IVP, NEA, NVIDIA, Samsung, and many more. Our objective is to build accurate, trustworthy AI that powers decision-making for people and assistive AI wherever decisions are being made. Throughout human history, change and innovation have always been driven by curious people. Today, curious people use Perplexity to answer more than 780 million queries every month–a number that’s growing rapidly for one simple reason: everyone can be curious. About The TeamThe 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.Operational ScalingArchitect Tokyo-based support operations covering JST time zone (9 AM - 6 PM) with 8-hour shift rotationsImplement comprehensive QA protocols and performance metrics that align with both global standards and regional expectationsOperational performance of services and support, meeting experience, revenue, budget and performance targetsTechnical Support ExecutionLocalize 15+ knowledge base articles, maintaining terminology consistency with product UI localization effortsDrive innovation through experimentation with a design thinking approach to improve support efficiency and effectivenessAnticipate customer issues, orchestrate timely resolutions, and act as an escalation point for complex problemsCustomer Success & GrowthDefine and drive a targeted, goal-based engagement plan that aligns with customers' objectivesCollaborate with sales teams to ensure customer insights are translated into actionable growth strategiesUnderstand and optimize for the unique customer service expectations across different APAC marketsGenerate customer insights by understanding both competitive landscape and end-to-end customer journey, including goals, behaviors, and pain pointsCross-Functional CollaborationEngage cross-functionally with key stakeholders to drive projects and influence decisions that enable delivery of your customer strategy1Provide structure and thought leadership by developing priorities and managing operating mechanisms that drive organizational effectiveness1Collaborate with product teams to provide important customer feedback and process improvement suggestionsPartner with marketing to leverage customer success stories and drive market growthQualificationsFluency in English and Japanese is a mustTechnical writing proficiency in JapaneseProficiency in Python/NodeJS and SQLExperience working with DB Warehouses (e.g. Snowflake), Logging and monitoring platforms (e.g. Datadog) and BI tools (e.g. Omni)3+ years of experience in customer-support, ideally for a SaaS product, providing timely and accurate support to the end users3+ years of experience in customer-facing roles with proven ability to engage with customers at both project and senior management levelsStrong customer orientation with focus on quality and ability to interact with Software Engineers and business decision-makersProven record of successful account management with creative problem-solving skills in a fast-paced environmentNice To HaveBusiness or Fluent level Korean or Mandarin ChineseExperience of using AI tools (e.g. Claude Code, Cursor etc.) to write or interpret codeExperience of using Consumer SaaS services and understanding of REST APIExperience with both enterprise and consumer support operationsTrack record in transforming support from a cost center to a value driverExperience working with international teams and environments