User Operations Generalist – Product & Technical (Contract)

3+ years in customer support, user operations, or technical support—ideally at a SaaS or tech company

Proven ability to manage high ticket volumes while maintaining quality and empathy

Excellent customer-facing communication: clear, professional, and adaptable to different audiences

Technical aptitude: comfortable working through product issues, navigating technical questions independently, and learning new tools and systems quickly

Hands-on experience with AI tools and automation platforms (Intercom workflows, scripting) to improve operations

Familiarity with AI, LLMs, or search technologies

Perplexity launches new features and products at a rapid pace—and this role sits at the center of that. We need a User Operations Generalist who combines excellent customer support instincts with real technical depth. You’ll handle high volumes of user inquiries across channels while also digging into product issues, using customer feedback to uncover problems, and providing solutions that improve the experience for everyone.

This isn’t just ticket work. As new features and products ship, you’re the person who hears about it first from users—what’s working, what’s confusing, and what’s broken. You’ll use those interactions to surface insights that shape how launches land, identify issues before they scale, and provide clear solutions back to users. You’ll also build automations and improve workflows that make the team faster and smarter, so we can keep up with the pace of the product without sacrificing quality.

You should be comfortable operating across multiple support channels and have experience standing up or optimizing multi-channel support operations—not just working in them, but thinking critically about how they’re structured, routed, and scaled.

This role requires someone who can navigate ambiguity and fill in the gaps where processes don’t yet exist. You won’t always have a playbook—and that’s the point. We need someone who can define the path forward, not just follow one.

Handle a high volume of user inquiries across channels (email, chat, Slack, community) with speed, accuracy, and empathy for both consumer and business users.

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 every user—from individual consumers to teams and organizations. Our team operates across 3-4 active support channels—email, in-app messaging, Slack, and community—and collaborates closely with Product, Engineering, Billing, and Growth 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.