Customer Support and Success Associate APAC (Full Time)
WFA Digital Insight
The demand for skilled customer support specialists in the APAC region has surged, with a 25% increase in job postings over the past year. As companies expand their global reach, professionals with fluency in multiple languages, like English and Japanese, are in high demand. Perplexity, a leader in AI-powered search capabilities, stands out with its innovative approach to customer success. Before applying, candidates should be aware that proficiency in technical writing, Python or NodeJS, and SQL are essential for this role, and a strong understanding of the APAC market is crucial for success.
Job Description
About the Role
The Customer Support and Success Associate APAC role at Perplexity is a unique opportunity to join a team that is revolutionizing the way companies deliver customer support. As a key member of the APAC User Operations team, you will be responsible for ensuring that Perplexity's enterprise clients and individual users across the Asia-Pacific region receive exceptional support. The team collaborates closely with Product, Engineering, Localization, and Technical Success departments to resolve complex technical issues and adapt support frameworks to meet regional service expectations.The role is based in Tokyo and will involve working with a talented team of professionals who are passionate about delivering world-class customer experiences. You will be responsible for managing a range of support operations, including implementing comprehensive QA protocols and performance metrics that align with global standards and regional expectations. If you have a strong customer orientation, excellent technical skills, and experience working in a fast-paced environment, we encourage you to apply for this exciting opportunity.
Perplexity is committed to creating a positive and inclusive work environment that values diversity and promotes equal opportunities for all employees.
What You Will Do
- Architect Tokyo-based support operations covering the 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
- Drive innovation through experimentation with a design thinking approach to improve support efficiency and effectiveness
- Localize 15+ knowledge base articles, maintaining terminology consistency with product UI localization efforts
- 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 the 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
What We Are Looking For
- 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 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 using AI tools (e.g. Claude Code, Cursor etc.) to write or interpret code
- Experience using Consumer SaaS services and understanding of REST API
- Experience with both enterprise and consumer support operations
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a talented team of professionals who are passionate about delivering world-class customer experiences
- Collaborative and dynamic work environment
- Professional development opportunities to help you grow in your career
- Access to the latest tools and technologies to help you succeed in your role
- Flexible working hours and remote work options
- Comprehensive health and wellness program
- Generous paid time off and holidays
How to Stand Out
- To stand out in your application, highlight your experience working with SaaS products and your ability to provide timely and accurate support to end users.
- Make sure to tailor your resume and cover letter to the specific requirements of the role, including your proficiency in English and Japanese.
- Practice your technical skills, such as Python/NodeJS and SQL, to be prepared for any technical assessments or interviews.
- Research Perplexity's products and services to understand their business and how you can contribute to their success.
- Be prepared to provide examples of your experience working in customer-facing roles and your ability to engage with customers at both project and senior management levels.
- Consider learning more about the APAC market and the unique customer service expectations across different regions to demonstrate your understanding of the role's requirements.
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