User Operations Generalist - London or New York

We are seeking an empathetic and adaptable User Operations Generalist to join our dynamic team. In this role, you will be the primary advocate for our users, ensuring their success and satisfaction with our platform. You will handle a wide range of user inquiries, provide exceptional support, and contribute to the ongoing refinement of our user experience. This position offers a unique opportunity to work at the forefront of AI technology while honing your customer experience skills.

Responsibilities

• Provide outstanding customer support through various channels including email, chat, and social media, ensuring timely and effective resolution of user inquiries
• Develop a deep understanding of our AI-powered platform to effectively assist users with their questions and concerns
• Identify and escalate complex issues to appropriate teams, following up to ensure satisfactory resolution
• Collect and analyze user feedback to identify trends and opportunities for improving the user experience
• Contribute to the creation and maintenance of user-facing documentation, including FAQs, guides, and tutorials
• Assist in user onboarding processes and create educational content to help users maximize the potential of our AI platform

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience
• 3+ years of experience in customer support, user operations, or a similar customer-facing role
• Exceptional communication skills, with the ability to convey complex concepts in simple, user-friendly terms
• Strong problem-solving abilities and attention to detail
• Demonstrated empathy and patience when dealing with user concerns
• Ability to multitask and prioritize effectively in a fast-paced environment
• Proficiency with CRM systems and support ticketing tools
• Basic understanding of AI and search technologies, with a willingness to learn and stay updated on advancements in the field
• Experience with data analysis and reporting tools is a plus
• Passion for technology and its potential to enhance user experiences

The cash compensation range for this role is $80,000 - $105,000 USD.

At Perplexity, we've experienced tremendous growth and adoption since publicly launching the world's first fully functional conversational answer engine in 2022. We've grown from answering 2.5 million questions per day at the start of 2024 to around 20 million daily queries in December 2024. We also offer Perplexity Enterprise Pro, which counts leading companies like Nvidia, the Cleveland Cavaliers, Bridgewater, and Zoom as customers.

To support our rapid expansion, we've raised significant funding from some of the most respected technology investors. Our investor base includes IVP, NEA, Jeff Bezos, NVIDIA, Databricks, Bessemer Venture Partners, Elad Gil, Nat Friedman, Daniel Gross, Naval Ravikant, Tobi Lutke, and many other visionary individuals. In 2024, our employee base grew nearly 300%, and we're just getting started.