You'll be responsible for ensuring these interactions are handled accurately, consistently, and with care , balancing user experience with risk, safety, and compliance. Your work will directly impact how Replit protects users, responds to sensitive requests, and manages platform integrity at scale.

You'll operate as both an operator and systems builder. Early on, you'll directly handle complex cases while helping define the processes, playbooks, and tooling that enable these workflows to scale across the broader Support organisation.

You'll work closely with Legal, Security, Support, and Operations teams to define policies, improve workflows, and ensure that trust and safety processes are deeply integrated into customer support.

In this role, you'll handle end-to-end customer interactions for sensitive and policy-driven cases, including privacy requests, DMCA claims, law enforcement inquiries, and abuse appeals. You'll also triage and respond to complex or high-risk support tickets, ensuring accuracy, consistency, and compliance with legal, policy, and security requirements.

You'll partner with Legal and Security teams to translate policies into clear, actionable workflows for customer-facing Support teams. You'll build and maintain playbooks, SOPs, and response frameworks that guide how sensitive cases are handled.

You'll design and improve processes to ensure timely, accurate, and scalable handling of trust and safety workflows. You'll identify patterns and trends in sensitive cases, and drive improvements to reduce risk and improve customer experience.

You'll partner with Support Operations to embed workflows into tooling, automation, and agent-facing systems. You'll define escalation paths and decision frameworks for ambiguous or high-risk cases.

You'll build reporting and visibility into key metrics and trends across trust and safety workflows. You'll support training and enablement efforts to ensure frontline teams can confidently handle sensitive scenarios.

To succeed in this role, you'll need 4+ years of experience in customer support, trust & safety, support operations, or similar roles within a technology company. You'll also need experience handling customer-facing workflows related to privacy, DMCA, law enforcement requests, abuse handling, or other policy-driven operations.

You'll need strong judgment and decision-making skills when handling sensitive or ambiguous customer situations. You'll also need experience translating policy or legal requirements into clear, repeatable processes or customer-facing guidance.

You'll need strong written communication skills, with the ability to communicate clearly, empathetically, and precisely in high-stakes situations. You'll also need experience building or improving SOPs, playbooks, or workflows in a support or operations environment.

You'll need the ability to balance risk, compliance, and customer experience in day-to-day decision-making. You'll also need strong cross-functional collaboration skills, with experience working with Legal, Security, or Policy teams.

Experience working within support tooling ecosystems (Zendesk or similar platforms, case management systems, and internal documentation tools) is also required.

As a bonus, experience supporting developer tools, SaaS infrastructure, or technical user bases, as well as experience working with global regulatory or compliance frameworks (e.g., GDPR, CCPA), would be valuable.

XML job scraping automation by YubHub

$40 – $45 per hour

About the Team

The User Operations team at Perplexity AI is responsible for ensuring that our AI-powered search and answer engine delivers real value to millions of consumer users and a growing base of Enterprise Pro customers. We operate across 3-4 active support channels,email, in-app messaging, Slack, and community,and collaborate closely with Product, Engineering, Finance, and Enterprise GTM to turn user feedback into product improvements.

About the Role

We're looking for a User Operations Generalist with strong billing and product support skills to join our CX team. This is a generalist role first,you'll handle the full range of user inquiries across channels, from account questions and product troubleshooting to bug reports and feature guidance. Where you'll go deeper is billing and product support, with a heavy emphasis on Enterprise: managing subscription and billing issues for both consumer and enterprise customers, troubleshooting complex Enterprise Pro configurations, and serving as a trusted point of contact for enterprise users navigating the platform.

Key Responsibilities

Multi-Channel User Support

• Provide fast, accurate, and empathetic support across all active channels (email, chat, Slack, community)
• Handle a broad range of user inquiries: account issues, product questions, feature guidance, bug reports, and general troubleshooting for both consumer and enterprise users
• Triage and prioritize incoming volume effectively, ensuring response and resolution times stay on target
• Develop deep product knowledge to assist users confidently across all areas of the platform, including Enterprise Pro features and configurations

Enterprise Customer Support

• Serve as a primary support contact for Perplexity Enterprise customers, working with them via tickets, Slack, and calls to resolve complex technical and product questions
• Build durable relationships with enterprise users and stakeholders, advising on best practices and helping them maximize value from the platform
• Own end-to-end troubleshooting for enterprise issues: reproduce problems, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations
• Capture structured feedback from enterprise customers and champion their needs in roadmap discussions with Product
• Support enterprise onboarding, configuration questions, and adoption,guiding teams through SSO setup, workspace management, and platform best practices
• Escalate complex enterprise issues appropriately while maintaining ownership of resolution and follow-through

Billing & Subscription Support

• Own billing-related inquiries for both consumer and enterprise customers: subscription management, payment failures, refunds, cancellations, plan changes, and account modifications
• Investigate and resolve billing discrepancies using Stripe and internal tools, including enterprise invoicing and multi-seat licensing scenarios
• Manage chargeback cases,investigation, documentation, and representment
• Handle multi-currency and international billing scenarios as needed
• Align with your Consumer billing counterpart on escalation paths, refund policies, and documentation standards to deliver a consistent experience across consumer and enterprise,and surface cross-cutting trends so insights from one side drive improvements on the other

Product Support & Issue Identification

• Troubleshoot product and feature issues, reproduce bugs, and guide users through workarounds
• Spot patterns across tickets,recurring bugs, confusing UX, billing errors, enterprise-specific pain points,and flag them to Product and Engineering with clear, actionable context
• File bugs and tasks in Linear with enough detail for engineering to act on them
• Contribute feedback from support interactions to inform product roadmap prioritization

Documentation & Help Center

• Write and maintain Help Center articles, FAQs, and guides covering billing, product features, account management, enterprise onboarding, and common troubleshooting
• Design and maintain use-case flows, playbooks, and internal runbooks that help teammates and customers solve recurring challenges faster
• Build internal documentation,SOPs, decision trees, macros, escalation playbooks,to keep the team consistent as we scale
• Proactively update documentation as new features, billing models, and enterprise configurations launch

Process Improvement & Collaboration

• Identify workflow inefficiencies and propose improvements,better macros, smarter routing, automation opportunities, self-service solutions
• Share knowledge with teammates and contribute to raising the team's capabilities across billing, product, and enterprise support
• Collaborate cross-functionally with Engineering, Product, Finance, and Enterprise GTM to resolve complex issues and improve the user experience
• Track and report on support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvements
• Help build and refine support processes as the team and product grow

Qualifications

Required

• 3+ years in customer support, user operations, or a similar generalist support role,ideally in tech or SaaS
• Meaningful experience handling billing and payment support (subscription management, refunds, disputes)
• Experience supporting enterprise or B2B customers, including working directly with business stakeholders on complex, multi-touch issues
• Working knowledge of Stripe or a comparable payment platform
• Experience supporting users across multiple channels simultaneously in a fast-paced, high-volume environment
• Strong written communication,clear, concise, and adaptable to the audience (end users, enterprise stakeholders, engineers, leadership)
• Self-motivated and independent: you manage your own priorities, take initiative, and deliver without waiting for direction,but you proactively ask questions for clarity and process alignment
• Effective internal communicator: you keep the team informed, surface context and blockers early, and make sure nothing slips
• Experience creating user-facing and internal documentation (Help Center content, SOPs, templates, guides)
• Comfortable spotting trends and patterns in ticket data and translating them into actionable feedback

XML job scraping automation by YubHub

Responsibilities: Work with AI-assisted workflows for modelling, environments, materials, and scene assembly Create 3D models, textures, environments, or small scenes demonstrating AI-assisted pipelines Develop examples aligned with real-world production use cases Define quality benchmarks and best practices for AI-assisted 3D content Create guides, walkthroughs, and sample projects for internal teams Present workflows and findings through demos and documentation Evaluate output quality, performance impact, and production viability within real-time constraints Deliver structured feedback to product and engineering teams with specific improvement recommendations

Qualifications: Required 6+ years of experience as a 3D artist in games, film, or related industries Expertise in environment art, modelling (hard surface or organic), or scene assembly Portfolio demonstrating high-quality work and end-to-end asset or environment creation Experience working with real-time engines and production pipelines (e.g., optimization, lighting, materials) Experience evaluating or integrating new tools into 3D workflows

Nice to Have Experience with AI-assisted or procedural 3D tools Experience building small interactive or playable scenes Experience creating internal documentation or training materials

XML job scraping automation by YubHub

Responsibilities:

• Work with AI-assisted workflows for concept art, textures, and materials
• Evaluate output quality, controllability, and production viability
• Deliver structured feedback to product and engineering teams with specific improvement recommendations
• Produce high-quality examples, including iterations and before/after comparisons
• Define quality benchmarks for AI-assisted content
• Create guides, walkthroughs, and sample projects for internal use
• Present workflows and findings through demos or documentation

Qualifications:

• 6+ years of experience as a 2D artist in games, film, or related industries
• Expertise in concept art, texture creation, or material design
• Portfolio demonstrating high-quality visual work and iteration process
• Experience using game-ready workflows (e.g., PBR textures, production pipelines)
• Hands-on experience evaluating or integrating new tools into art workflows

Nice to Have:

• Experience with AI-assisted or procedural art tools
• Experience creating internal documentation or training materials

XML job scraping automation by YubHub