Customer Support and Success Associate APAC (Full Time)
About the Team
The APAC User Operations team serves as the frontline for delivering Perplexity AI's industry-leading search capabilities to enterprise clients and individual users across Asia-Pacific markets. This team collaborates with Product, Engineering, Localization, and Technical Success departments to resolve complex technical issues while adapting support frameworks to regional service expectations.
Operational Scaling
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
Operational performance of services and support, meeting experience, revenue, budget and performance targets
Technical Support Execution
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
Customer Success & Growth
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
Cross-Functional Collaboration
Engage cross-functionally with key stakeholders to drive projects and influence decisions that enable delivery of your customer strategy1
Provide structure and thought leadership by developing priorities and managing operating mechanisms that drive organizational effectiveness1
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
Qualifications
Fluency in English and Japanese is a must
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 the 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