User Operations Generalist - Enterprise Billing & Product (Contract)

A generalist at heart who can flex across product, billing, enterprise, and technical support without missing a beat

Strong and self-motivated—you take ownership, drive things forward, and don't wait to be told what to do

Proactive—you see something that needs doing and you do it, whether it's a missing Help Center article, a broken workflow, or an enterprise customer who needs follow-up

A clear, effective communicator internally—you keep the team in the loop, share context generously, flag issues early, and ask smart questions when something is unclear

Independent but not siloed—you don't need hand-holding, but you understand that asking questions and aligning on process makes the whole team stronger

Comfortable building relationships with enterprise customers and acting as their advocate internally

We're looking for a User Operations Generalist with strong billing and product support skills to join our CX team. This is a generalist role first—you'll handle the full range of user inquiries across channels, from account questions and product troubleshooting to bug reports and feature guidance. Where you'll go deeper is billing and product support, with a heavy emphasis on Enterprise: managing subscription and billing issues for both consumer and enterprise customers, troubleshooting complex Enterprise Pro configurations, and serving as a trusted point of contact for enterprise users navigating the platform.

You'll work directly with Enterprise customers via tickets, Slack, and emails, diagnosing their most complex issues and acting as the last line of defense before Product and Engineering step in. You'll build relationships with enterprise stakeholders, capture structured feedback, and champion their needs in product discussions.

You're a strong, independent operator who doesn't need to be told what to do next. Here's what that looks like in this role:

You see the gap—whether it's a missing Help Center article, a broken billing workflow, or a pattern in enterprise tickets—and you move to fix it

You're self-motivated and take initiative, but you also know when to ask questions and communicate effectively with the team

You keep people informed, surface blockers early, and make sure nothing falls through the cracks

The User Operations team at Perplexity AI is the frontline of our user experience. We ensure that our AI-powered search and answer engine delivers real value to millions of consumer users and a growing base of Enterprise Pro customers. Our team operates across 3-4 active support channels—email, in-app messaging, Slack, and community—and collaborates closely with Product, Engineering, Finance, and Enterprise GTM to turn user feedback into product improvements. We're a lean, fast-moving group at a startup that ships constantly, so everyone on the team wears multiple hats and contributes well beyond just resolving tickets.