企业客户支持专员
Enterprise Customer Support Specialist
我们寻找一位经验丰富的企业客户支持专家，能够将深入的产品知识与通过自动化提升世界级支持的热情相结合。你将成为我们企业Pro客户的首要代言人，帮助他们最大化价值，解决复杂问题，并将他们的见解直接反馈到未来产品开发中。
职责
- 直接与企业客户沟通——通过工单、Slack，有时也通过电话——诊断并解决他们最复杂的技术和产品问题，作为在产品和工程团队介入前的“最后一道防线”。
- 利用Perplexity自身的AI工具和流程自动化，实现规模化的一流支持，持续发现机会，将重复性任务替换为具有代理能力的自助解决方案，同时感觉个性化。
- 与企业用户建立持久的关系，提供最佳实践建议，收集结构化反馈，并在路线图讨论中倡导客户需求。
- 负责端到端的故障排查：复现问题，隔离根本原因，与工程师协作，并提供清晰、无术语的解释。
- 设计并维护详细的使用场景流程、操作手册和内部运行手册，使团队成员和客户能更快地解决常见问题。
- 创建和更新外部文档（FAQ、帮助中心、指南、教程）和内部知识库，确保信息可查找且保持最新。
- 跟踪并报告支持KPI（响应时间、CSAT、解决率），并提出数据驱动的流程改进建议。
- 参与轮班值班——包括一些节假日或周末——以确保及时的全球覆盖。
要求
- 至少3年以上B2B企业客户支持经验，有美国和欧盟市场或类似快节奏科技环境的接触经验。
- 有实际操作大型语言模型的经验，对AI基础有扎实的理解（如token、上下文窗口、嵌入、延迟与成本权衡等）。
- 能够将复杂的概念——如API、SSO/SAML、云集成——转化为非技术利益相关者可以理解的明确指导。
- 在处理多个升级请求时，展现出强大的批判性思维、快速切换上下文和果断优先处理的能力。
- 熟练使用现代支持平台（如Intercom、Zendesk、Jira）和基本的数据分析工具（如SQL、Looker、Snowflake）。
- 出色的沟通能力，能够清晰表达想法并有效协调跨部门合作。
查看英文原文
We are looking for an experienced Enterprise Customer Support Specialist who can marry deep product expertise with a passion for scaling world-class support through automation. You will be the primary advocate for our Enterprise Pro customers, helping them maximize value, troubleshooting complex issues, and feeding their insights straight into future product development.
Responsibilities
- Work directly with enterprise customers—via tickets, Slack, and sometimes calls—to diagnose and resolve their most complex technical and product questions, acting as the “last line of defense” before Product and Engineering step in.
- Leverage Perplexity’s own AI tooling and workflow automations to democratize world-class support at scale, continuously identifying opportunities to replace repetitive tasks with agentic, self-service solutions that feel personalized.
- Build durable relationships with Enterprise users, advising on best practices, capturing structured feedback, and championing customer needs in roadmap discussions.
- Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations.
- Design and maintain detailed use-case flows, playbooks, and internal runbooks that empower teammates and customers to solve recurring challenges faster.
- Create and update external documentation (FAQs, help center, guides, tutorials) and internal knowledge bases to ensure information is discoverable and up-to-date.
- Track and report support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvements.
- Participate in an on-call rotation—including some holidays or weekends—to guarantee timely global coverage.
Requirements
- Minimum 3+ years in B2B enterprise customer support with exposure to U.S. and E.U. markets, or similar fast-paced tech environments.
- Hands-on experience prompting large-language models, plus a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs, etc.).
- Ability to translate complex technical concepts—APIs, SSO/SAML, cloud integrations—into clear, actionable guidance for non-technical stakeholders.
- Demonstrated strength in critical thinking, rapid context-switching, and ruthless prioritization when juggling multiple escalations.
- Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data-analysis tools (e.g., SQL, Looker, Snowflake).
- Exceptional written and spoken English; business-level fluency in at least one additional language such as Spanish, French, or German is strongly preferred.
- Passion for continuous learning, high ownership, and a “do-what-it-takes” mindset in ambiguous situations.
Bonus Points
- Prior experience supporting AI, search, or knowledge-management products.
- Familiarity with payment platforms (Stripe), enterprise identity (SSO/OAuth), and API integrations.
- Knowledge of enterprise cloud-storage ecosystems (Google Drive, SharePoint, Dropbox) and data-governance best practices.
Why Perplexity?
- Impact at Scale – Your work directly influences hundreds of enterprise clients and millions of end-users at an unprecedented scale to encourage personalized support
- Velocity & Ownership – Ship improvements quickly in a culture that values curiosity, speed, and quality
- Cutting-Edge Tech – Operate at the forefront of applied LLMs and help invent how AI can redefine customer support itself.