Customer Support and Success Associate APAC (Full Time)

📋 Description

• • As a Customer Support and Success Associate for the APAC region at Perplexity, you will be at the forefront of delivering our groundbreaking AI-powered search capabilities to a diverse range of clients, from individual users to enterprise-level organizations. This pivotal role within the APAC User Operations team is instrumental in ensuring our users receive exceptional support and achieve maximum value from our innovative platform. You will act as a crucial bridge, collaborating seamlessly with our Product, Engineering, Localization, and Technical Success departments to not only resolve intricate technical challenges but also to meticulously adapt our support frameworks to meet the unique and evolving service expectations across various Asia-Pacific markets.
• • Your responsibilities will span across operational scaling, technical support execution, and customer success initiatives. In terms of operational scaling, you will be instrumental in architecting and managing our support operations, particularly for the Tokyo-based hub, ensuring coverage during the JST time zone (9 AM - 6 PM) through well-structured 8-hour shift rotations. A key aspect of this will be the implementation of comprehensive Quality Assurance (QA) protocols and performance metrics. These metrics will be carefully designed to align with both Perplexity's global standards for excellence and the specific regional expectations of our APAC clientele, ensuring a consistent yet localized experience.
• • You will be tasked with driving innovation within the support function itself. Employing a design thinking approach, you will experiment with new methodologies and tools to enhance support efficiency and effectiveness. This proactive stance involves anticipating potential customer issues before they arise, orchestrating timely and effective resolutions, and serving as a critical escalation point for complex and challenging problems that require a deeper level of expertise. Your ability to foresee and address challenges will be paramount in maintaining high levels of customer satisfaction and operational fluidity.
• • In the realm of technical support execution, a significant part of your role will involve localization efforts. You will be responsible for localizing approximately 15 knowledge base articles, ensuring absolute consistency in terminology with our product's UI localization efforts. This meticulous attention to detail is vital for providing clear, accessible, and accurate information to our non-English speaking users, thereby enhancing their self-service capabilities and reducing reliance on direct support.
• • Beyond reactive support, you will play a proactive role in customer success and growth. This involves defining and driving targeted, goal-based engagement plans tailored to each customer's unique objectives. You will work hand-in-hand with our sales teams, translating invaluable customer insights into actionable growth strategies that foster deeper engagement and long-term partnerships. Understanding and optimizing for the distinct customer service expectations prevalent across different APAC markets is a core component of this responsibility.
• • Generating deep customer insights will be a continuous effort. This requires a thorough understanding of the competitive landscape and the entire end-to-end customer journey, encompassing their goals, behaviors, and pain points. By deeply understanding our users, you will be able to identify opportunities for product improvement and enhanced service delivery.
• • Cross-functional collaboration is central to this role. You will engage actively with key stakeholders across various departments to drive critical projects and influence decisions that directly enable the successful delivery of your customer strategy. Providing structure and thought leadership by developing clear priorities and managing operating mechanisms that enhance organizational effectiveness will be a key contribution. Furthermore, you will collaborate closely with product teams, channeling crucial customer feedback and suggesting process improvements that can shape the future of our product. Partnering with the marketing team to leverage compelling customer success stories will also be an important aspect, helping to drive market growth and brand advocacy.
• • Ultimately, you will contribute to transforming support from a cost center into a demonstrable value driver for Perplexity, ensuring our APAC users not only receive excellent support but also derive maximum strategic advantage from our AI-powered search solutions.