Customer Support and Success Associate APAC (Full Time) at Perplexity AI

Tokyo, Japan

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AIIndustries

Requirements

Fluency in English and Japanese
Technical writing proficiency in Japanese
Proficiency in Python/NodeJS and SQL
Experience working with DB Warehouses (e.g. Snowflake), Logging and monitoring platforms (e.g. Datadog) and BI tools (e.g. Omni)
3+ years of experience in customer-support, ideally for a SaaS product, providing timely and accurate support to end users
3+ 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 successful account management with creative problem-solving skills in a fast-paced environment
Nice to have
Business or Fluent level Korean or Mandarin Chinese
Experience of using AI tools (e.g. Claude Code, Cursor etc.) to write or interpret code
Experience of using Consumer SaaS services and understanding of REST API
Experience with both enterprise and consumer support operations
Track record in transforming support from a cost center to a value driver
Experience working with international teams and environments

Responsibilities

Architect Tokyo-based support operations covering JST time zone (9 AM - 6 PM) with 8-hour shift rotations
Implement comprehensive QA protocols and performance metrics that align with both global standards and regional expectations
Ensure 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
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 SupportTechnical SupportCustomer SuccessQA ProtocolsPerformance MetricsKnowledge Base LocalizationDesign ThinkingCross-Functional CollaborationStakeholder ManagementCustomer InsightsAPAC Markets

Questions & Answers

Common questions about this position

What languages are required for this role?

Fluency in English and Japanese is required, along with technical writing proficiency in Japanese.

What technical skills are needed for this position?

Proficiency in Python/NodeJS and SQL is required, along with experience working with DB Warehouses (e.g. Snowflake), Logging and monitoring platforms (e.g. Datadog), and BI tools (e.g. Omni).

What is the work location or arrangement for this job?

The position is hybrid and Tokyo-based, covering the JST time zone with 8-hour shift rotations from 9 AM - 6 PM.

What experience is required for this customer support role?

Candidates need 3+ years of experience in customer-support, ideally for a SaaS product, and 3+ years in customer-facing roles engaging with project and senior management levels.

What does the team environment look like at Perplexity AI?

The APAC User Operations team acts as the frontline for delivering search capabilities to enterprise clients and users in Asia-Pacific, collaborating with Product, Engineering, Localization, and Technical Success departments in a fast-paced environment.

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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