User Operations Generalist - Enterprise Billing & Product (Contract)

ABOUT THE TEAM

The User Operations team at Perplexity AI is the frontline of our user experience. We ensure that our AI-powered search and answer engine delivers real value to millions of consumer users and a growing base of Enterprise Pro customers. Our team operates across 3-4 active support channels—email, in-app messaging, Slack, and community—and collaborates closely with Product, Engineering, Finance, and Enterprise GTM to turn user feedback into product improvements. We're a lean, fast-moving group at a startup that ships constantly, so everyone on the team wears multiple hats and contributes well beyond just resolving tickets.


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.

You'll work directly with Enterprise customers via tickets, Slack, and emails, diagnosing their most complex issues and acting as the last line of defense before Product and Engineering step in. You'll build relationships with enterprise stakeholders, capture structured feedback, and champion their needs in product discussions.

You're a strong, independent operator who doesn't need to be told what to do next. Here's what that looks like in this role:

- You see the gap—whether it's a missing Help Center article, a broken billing workflow, or a pattern in enterprise tickets—and you move to fix it

- You're self-motivated and take initiative, but you also know when to ask questions and communicate effectively with the team

- You keep people informed, surface blockers early, and make sure nothing falls through the cracks

- You thrive when given ownership and trust—we won't hold your hand, and you wouldn't want us to

Our CX operations are still maturing—while we have some foundational processes in place, there's a lot left to build. You'll need an entrepreneurial mindset and be comfortable with ambiguity as you help shape how we support our users at scale.


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 plat