Customer Success and Support Operations Leader at Perplexity AI

Tokyo, Japan

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

AI, TechnologyIndustries

Requirements

Fluency in English and Japanese is a must
Technical writing proficiency in Japanese
7+ years of experience in customer-facing roles with proven ability to engage with customers at both project and senior management levels
Strong customer orientation with focus on quality and ability to interact with Software Engineers and business decision-makers
Proven record of success

Responsibilities

Create and lead the vision and strategy for APAC Customer Success and Support, leveraging the function as a strategic asset to drive retention and revenue growth
Build, mentor, and develop a high-performing team across support and success functions
Establish strong partnerships with global teams to ensure alignment and consistency in service delivery while accounting for regional nuances
Foster an 'advocacy' culture that places emphasis on delighting customers in everything we do
Architect Tokyo-based support operations covering JST time zone (9 AM - 6 PM) with 8-hour shift rotations
Develop hiring pipeline for Support Associates in Japan, with expansion plans for other key APAC markets
Implement comprehensive QA protocols and performance metrics that align with both global standards and regional expectations
Lead operational performance of services and support, meeting experience, revenue, budget and performance targets
Localize 15+ knowledge base articles, maintaining terminology consistency with product UI localization efforts
Drive innovation through experimentation with a design thinking approach to improve support efficiency and effectiveness
Anticipate customer issues, orchestrate timely resolutions, and act as an escalation point for complex problems
Define and drive a targeted, goal-based engagement plan that aligns with customers' objectives
Develop strategies to maximize product adoption and optimize the customer experience
Collaborate with sales teams to ensure customer insights are translated into actionable growth strategies
Understand and optimize for the unique customer service expectations across different APAC markets
Generate customer insights by understanding both competitive landscape and end-to-end customer journey, including goals, behaviors, and pain points
Engage cross-functionally with key stakeholders to drive projects and influence decisions that enable delivery of your customer strategy
Provide structure and thought leadership by developing priorities and managing operating mechanisms that drive organizational effectiveness
Collaborate with product teams to provide important customer feedback and process improvement suggestions
Partner with marketing to leverage customer success stories and drive market growth

Skills

Key technologies and capabilities for this role

Customer SuccessSupport OperationsStrategic LeadershipTeam DevelopmentHiring PipelineQA ProtocolsPerformance MetricsAPAC OperationsTeam MentoringRevenue Growth

Questions & Answers

Common questions about this position

What is the work location for this role?

The role requires architecting Tokyo-based support operations covering the JST time zone from 9 AM to 6 PM with 8-hour shift rotations.

What salary or compensation does this position offer?

This information is not specified in the job description.

What key skills are required for the Customer Success and Support Operations Leader role?

Key skills include strategic leadership in customer success and support, team building and mentoring, operational scaling with QA protocols, technical support execution including localization, and driving customer success strategies for adoption and growth.

What is the company culture like at Perplexity AI?

The culture emphasizes fostering an 'advocacy' culture that places emphasis on delighting customers, innovation through experimentation with a design thinking approach, and collaboration across global teams while adapting to regional nuances.

What makes a strong candidate for this position?

Strong candidates will have experience in strategic leadership for customer success in APAC, building high-performing teams, scaling support operations in Tokyo/Japan, localizing technical content, and driving customer retention and revenue growth through insights.

Perplexity AI

Advanced answer engine providing reliable information

About Perplexity AI

Perplexity AI provides an advanced answer engine that delivers accurate and reliable responses to user queries. The platform uses current sources to ensure the information is both precise and relevant. It caters to a wide audience, including individuals looking for quick answers and businesses needing detailed information. Unlike many competitors, Perplexity AI emphasizes high-quality, source-backed answers, making it a valuable resource for users seeking trustworthy data. The company's goal is to meet the increasing demand for immediate access to reliable information, generating revenue through subscription fees, advertising, and partnerships.

San Francisco, CaliforniaHeadquarters

2022Year Founded

$890MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Consumer SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Company Equity

Risks

Pending copyright infringement class action poses legal and financial challenges.

Competition from Google's AI Mode could impact user retention and market share.

Otterly.AI's brand visibility tool may pressure Perplexity to maintain high performance.

Differentiation

Perplexity AI integrates large language models with search engines for precise responses.

The platform offers an open-source environment, enhancing public access to AI tools.

Perplexity's strategic acquisition of Carbon boosts its data connectivity capabilities.

Upsides

Partnership with Tripadvisor enhances travel planning with personalized recommendations.

$500M funding round increases valuation to $9 billion, supporting growth and innovation.

Integration with FactSet attracts financial clients with enhanced data accessibility.

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