Hybrid User Operations Generalist – Product & Technical

at Perplexity

• Job title: User Operations Generalist – Product & Technical
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: $40 - $45 per hour
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, San Francisco, United States

About the role

• User Operations Generalist responsible for providing technical support and improving user experiences at Perplexity AI. Handling inquiries across channels and contributing to product improvement insights.

Responsibilities

• Handle a high volume of user inquiries across channels (email, chat, Slack, community) with speed, accuracy, and empathy for both consumer and business users.
• Deliver excellent customer support—clear, thoughtful, and human—even under pressure and at scale
• Triage and prioritize effectively to keep response and resolution times on target
• Use customer feedback and support interactions as a primary source for uncovering product issues, UX confusion, and feature gaps—especially as new products and features launch
• Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide users with solutions or workarounds, and document findings for Engineering
• Guide users through technical troubleshooting: AI search, LLM behavior, account configuration
• File well-documented bugs in Linear with enough context for Engineering to act immediately
• Leverage AI tooling and automation (Intercom, scripts) to streamline operations, reduce repetitive work, and scale support quality
• Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
• Communicate cross-functionally—surface user insights to Product and Engineering, escalate issues, close the loop, and keep teammates informed
• Track support KPIs and propose data-driven process improvements

Requirements

• 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
• Strong internal communication—keeps their immediate team informed, writes crisp updates for immediate team and cross-functional partners (Product, Engineering, etc.), and ensures stakeholders stay in the loop on issues and progress
• Self-motivated and proactive: manages own priorities, takes initiative, delivers without waiting for direction
• Experience creating user-facing documentation (e.g., Help Center articles, FAQs, guides) as well as internal SOPs, templates, and playbooks
• Experience with multi-channel support operations—not just working across channels, but helping stand up, optimize, or scale how support is structured and routed
• Comfortable in a fast-paced, high-volume startup environment with shifting priorities