Responsibilities

• Work directly with enterprise customers,via tickets, Slack, and sometimes calls,to diagnose and resolve their most complex technical and product questions, acting as the “last line of defense” before Product and Engineering step in.

• Leverage Perplexity’s own AI tooling and workflow automations to democratize world-class support at scale, continuously identifying opportunities to replace repetitive tasks with agentic, self-service solutions that feel personalized.

• Build durable relationships with Enterprise users, advising on best practices, capturing structured feedback, and championing customer needs in roadmap discussions.

• Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations.

• Design and maintain detailed use-case flows, playbooks, and internal runbooks that empower teammates and customers to solve recurring challenges faster.

• Create and update external documentation (FAQs, help center, guides, tutorials) and internal knowledge bases to ensure information is discoverable and up-to-date.

• Track and report support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvements.

• Participate in an on-call rotation,including some holidays or weekends,to guarantee timely global coverage.

Requirements

• Minimum 3+ years in B2B enterprise customer support with exposure to U.S. and E.U. markets, or similar fast-paced tech environments.

• Hands-on experience prompting large-language models, plus a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs, etc.).

• Ability to translate complex technical concepts,APIs, SSO/SAML, cloud integrations,into clear, actionable guidance for non-technical stakeholders.

• Demonstrated strength in critical thinking, rapid context-switching, and ruthless prioritization when juggling multiple escalations.

• Proficiency with modern support platforms (Intercom, Zendesk, Jira) and basic data-analysis tools (e.g., SQL, Looker, Snowflake).

• Exceptional written and spoken English; business-level fluency in at least one additional language such as Spanish, French, or German is strongly preferred.

• Passion for continuous learning, high ownership, and a “do-what-it-takes” mindset in ambiguous situations.

Bonus Points

• Prior experience supporting AI, search, or knowledge-management products.

• Familiarity with payment platforms (Stripe), enterprise identity (SSO/OAuth), and API integrations.

• Knowledge of enterprise cloud-storage ecosystems (Google Drive, SharePoint, Dropbox) and data-governance best practices.

Why Perplexity?

• Impact at Scale – Your work directly influences hundreds of enterprise clients and millions of end-users at an unprecedented scale to encourage personalized support

• Velocity & Ownership – Ship improvements quickly in a culture that values curiosity, speed, and quality

• Cutting-Edge Tech – Operate at the forefront of applied LLMs and help invent how AI can redefine customer support itself.

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This role sits at the intersection of Support, RevOps, and Product, and will focus on optimizing workflows, automating reporting, and integrating customer health data into our broader GTM systems.

Key responsibilities include designing and documenting scalable support processes, developing analytics and dashboards to measure customer health, partnering with our GTM Systems team to integrate Pylon data with Salesforce, Slack, and other GTM systems, and collaborating cross-functionally with Finance and RevOps to link support performance to retention, expansion, and consumption growth.

The ideal candidate will have experience with Salesforce and customer support platforms, be comfortable creating and interpreting reports to track performance and identify improvement areas, and be able to work with technical, operational, and relationship-focused stakeholders.

As Temporal scales, you'll help shape the systems and insights that power our post-sales experience, partnering with Technical Services leadership (Support, Professional Services, and possible new roles) to ensure our operations fuel both customer success and revenue growth.

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The Role We are not just looking for someone to answer questions, we are looking for someone who creates trust through every interaction. As a Member Support at Belong, you will be one of the main touchpoints for our residents and homeowners. You’ll help navigate questions, resolve home-related situations, and coordinate solutions across teams, always ensuring a clear path forward and a high-quality experience.

What You’ll Do Support residents and homeowners through inquiries, requests, and issues with empathy and clarity. Own cases end to end, ensuring timely and effective resolution. Work cross-functionally with Operations, Home Quality, Move-Ins, Engineering, and other teams. Use Foundation and internal tools to manage, track, and document cases. Manage multiple cases simultaneously while maintaining high service standards. Communicate proactively, setting clear expectations and timelines. Identify recurring issues and suggest process improvements. Represent Belong’s values in every interaction, with a strong Member-Obsessed mindset.

Schedule 8 hours per day, including 1 day of the weekend (rotational schedule)

What We’re Looking For Experience in customer support, operations, hospitality, or service-oriented roles. Strong problem-solving skills and a service-first mindset. Highly organized, with strong attention to detail. Clear written and verbal communication skills. Comfortable working cross-functionally and in fast-paced environments. Ability to quickly learn and use internal systems (CRM / operational tools experience is a plus). Calm, empathetic, and solutions-oriented under pressure.

Nice to Have Experience in proptech, operations, or customer experience roles. Familiarity with case management or support platforms. Experience working with rotating or weekend schedules.

Why Belong Be part of a team that truly cares about people and experience. Have real impact on how residents and homeowners feel every day. Grow in a culture that values ownership, clarity, and excellence. Build meaningful work alongside people who care.

Requirements 1+ years of experience in Customer Service.

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