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Customer Support and Success Associate APAC

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Perplexity

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Location:
Japan , Tokyo

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The APAC User Operations team serves as the frontline for delivering Perplexity AI's industry-leading search capabilities to enterprise clients and individual users across Asia-Pacific markets. This team collaborates with Product, Engineering, Localization, and Technical Success departments to resolve complex technical issues while adapting support frameworks to regional service expectations.

Job Responsibility:

  • Architect Tokyo-based support operations covering 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
  • Operational performance of services and support, meeting experience, revenue, budget and performance targets
  • Localize 15+ knowledge base articles, maintaining terminology consistency with product UI localization efforts
  • Drive innovation through experimentation with a design thinking approach to improve support efficiency and effectiveness
  • 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 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
  • Collaborate with product teams to provide important customer feedback and process improvement suggestions
  • Partner with marketing to leverage customer success stories and drive market growth

Requirements:

  • 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 the 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 of using AI tools (e.g. Claude Code, Cursor etc.) to write or interpret code
  • Experience of using Consumer SaaS services and understanding of REST API
  • Experience with both enterprise and consumer support operations
  • Track record in transforming support from a cost center to a value driver
  • Experience working with international teams and environments

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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