How much experience is required?

At least 8 years of relevant experience for this Head of Support role.

What's the tech stack?

Joblaze extracted these technologies from the posting: Customer Experience, AI/ML, help desk systems, Automation, support.

What seniority level is this role?

Perplexity targets lead candidates for this position.

Is this full-time or contract?

Full-time for this Head of Support role at Perplexity.

Head of Support at Perplexity - Joblaze

Joblaze summary

The Head of Support at Perplexity is responsible for creating a cohesive and scalable support experience for both enterprise and consumer clients. This role requires a strong background in customer support and technical operations, with a focus on leveraging AI tools and automation to enhance efficiency and customer satisfaction. Ideal candidates will have extensive experience managing diverse support teams and developing effective processes in a fast-paced tech environment. Perplexity emphasizes collaboration across departments to transform customer feedback into actionable improvements.

Joblaze insights

Listed today on Joblaze — tracked directly from Perplexity's career page.
Perplexity has 78 other open roles including Commercial Account Executive, Strategic Finance Lead - Infrastructure, Member of Technical Staff (Software Engineer, Acceleration).
1658 active AI/ML roles on Joblaze right now.
101 active Automation roles on Joblaze right now.
7 active Customer Experience roles on Joblaze right now.

Quick facts

How much experience is required?: At least 8 years of relevant experience for this Head of Support role.
What's the tech stack?: Joblaze extracted these technologies from the posting: Customer Experience, AI/ML, help desk systems, Automation, support.
What seniority level is this role?: Perplexity targets lead candidates for this position.
Is this full-time or contract?: Full-time for this Head of Support role at Perplexity.

From the original posting

Perplexity is looking for a Head of Support to build one high-quality, scalable support experience across Enterprise and consumer customers. This person will bring together support teams, workflows, and tooling into a focused operating model that helps customers succeed, improves the product, and unlocks growth.

This is a hands-on leadership role for someone who can build the support machine, not just run the queue. You will own the team, the systems, the feedback loops, and the AI tools that help Perplexity deliver great support without scaling headcount linearly.

Responsibilities

Lead Perplexity’s support function across Enterprise and consumer customers.
Build one operating model for queues, coverage, escalations, SLAs, QA, reporting, and team performance.
Coach and develop a distributed team with a high bar for customer empathy, technical judgment, speed, and written communication.
Own support AI tooling, including support bot agents, AI-assisted triage, routing, knowledge retrieval, and agent workflows.
Partner with Sales, Customer Success, Product, Engineering, and RevOps to turn customer pain and ticket trends into better product and customer experiences.
Improve high-touch Enterprise support while scaling high-volume consumer support through better tooling, documentation, and automation.
Hire thoughtfully as the business grows, balancing team growth with process, product, and AI leverage.
Serve as an escalation leader for complex, high-priority, or ambiguous customer issues.

What We’re Looking For

8+ years in customer support, technical support, customer experience, or support operations at a fast-growing technology company.
4+ years managing support teams, ideally across multiple support motions, distributed teammates, contractors, or technical specialists.
Experience building support processes, escalation paths, knowledge systems, QA routines, reporting, and team operating rhythms from an early or scaling stage.
Strong technical fluency and comfort working with Product and Engineering on bugs, escalations, admin workflows, enterprise software, and customer-impacting issues.
Experience using AI, automation, help desk systems, or support operations workflows to improve customer experience and team efficiency.
High ownership, strong customer judgment, and comfort operating in ambiguity.

Head of Support

Responsibilities

What We’re Looking For

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