Head of Support

Perplexity·Remote(San Francisco)

Support

WFA Digital Insight

The demand for skilled support leaders in the tech industry has grown significantly, with a 25% increase in job openings over the past year. As companies like Perplexity continue to expand their customer bases, the need for effective support operations has become a key differentiator. With the rise of remote work, companies are looking for leaders who can build and manage distributed teams, leveraging digital skills and AI tooling to drive customer success. Perplexity's commitment to innovation and customer experience makes this role an attractive opportunity for those looking to make a meaningful impact. Before applying, candidates should be prepared to showcase their experience in building support processes, managing distributed teams, and driving customer-centric solutions.

Job Description

About the Role

The Head of Support at Perplexity will play a critical role in building and leading a high-quality, scalable support experience across Enterprise and consumer customers. This is a hands-on leadership role that requires a unique blend of technical expertise, customer-centric thinking, and operational savvy. The successful candidate will be responsible for bringing together support teams, workflows, and tooling into a focused operating model that drives customer success, improves the product, and unlocks growth.

As a leader in the support function, you will be responsible for owning the team, the systems, the feedback loops, and the AI tools that help Perplexity deliver great support without scaling headcount linearly. You will work closely with cross-functional teams, including Sales, Customer Success, Product, Engineering, and RevOps, to turn customer pain and ticket trends into better product and customer experiences.

The support team at Perplexity is passionate about delivering exceptional customer experiences, and the Head of Support will be responsible for fostering a culture of customer empathy, technical judgment, speed, and written communication.

What You Will Do

Lead Perplexity’s support function across Enterprise and consumer customers, developing and implementing a comprehensive support strategy that meets the needs of diverse customer bases.
Build one operating model for queues, coverage, escalations, SLAs, QA, reporting, and team performance, ensuring that support processes are efficient, effective, and scalable.
Coach and develop a distributed team of support professionals, providing guidance and feedback to ensure that team members have the skills and knowledge needed to deliver exceptional customer experiences.
Own support AI tooling, including support bot agents, AI-assisted triage, routing, knowledge retrieval, and agent workflows, leveraging technology to drive efficiency and customer satisfaction.
Partner with Sales, Customer Success, Product, Engineering, and RevOps to turn customer pain and ticket trends into better product and customer experiences, driving business growth and customer loyalty.
Improve high-touch Enterprise support while scaling high-volume consumer support through better tooling, documentation, and automation, ensuring that customers receive timely and effective support.
Hire thoughtfully as the business grows, balancing team growth with process, product, and AI leverage, to ensure that the support team remains agile and adaptable.
Serve as an escalation leader for complex, high-priority, or ambiguous customer issues, providing guidance and support to ensure that customers receive exceptional service.

What We Are Looking For

8+ years of experience in customer support, technical support, customer experience, or support operations at a fast-growing technology company.
4+ years of experience 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, with the ability to navigate complex technical issues and provide effective solutions.
Excellent written and verbal communication skills, with the ability to communicate technical information to non-technical stakeholders.

Nice to Have

Experience with IT service management frameworks, such as ITIL or COBIT, and knowledge of industry best practices for support operations.
Familiarity with cloud-based support platforms, such as Zendesk or Salesforce, and experience with support automation tools.
Knowledge of data analytics and reporting tools, such as Tableau or Power BI, and experience with data-driven decision making.

Benefits and Perks

Competitive salary and benefits package, with opportunities for professional growth and development.
Flexible work arrangements, including remote work options, to support work-life balance and flexibility.
Access to cutting-edge technology and tools, including AI and automation platforms, to drive innovation and efficiency.
Collaborative and dynamic work environment, with a team of passionate and experienced professionals.
Opportunities for career advancement and professional growth, with a focus on developing leadership and technical skills.

How to Stand Out

To stand out in this role, focus on showcasing your experience in building support processes, managing distributed teams, and driving customer-centric solutions.
Develop a strong understanding of AI and automation technologies, and be prepared to discuss how you have leveraged these tools to drive efficiency and customer satisfaction.
Highlight your technical fluency and comfort working with Product and Engineering teams, and be prepared to provide examples of how you have navigated complex technical issues.
Emphasize your ability to communicate technical information to non-technical stakeholders, and provide examples of how you have developed and implemented effective communication strategies.
Be prepared to discuss your experience with data analytics and reporting tools, and provide examples of how you have used data to drive decision making and improve support operations.
Showcase your leadership skills and experience in managing and developing high-performing teams, and be prepared to discuss your approach to fostering a culture of customer empathy and technical excellence.

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