Head of Support

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

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Salary

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401(k) match

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Market context

Median wage (BLS OEWS)

$78,856 national median

Projected growth (BLS Employment Projections)

+0.8% - Slower

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

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Where they hire

State eligibility is not yet verified.

About this role

Head of Support San Francisco, California, United States, New York City Perplexity is looking for a Head of Support to build one high-quality, scalable support experience across Enterprise and consumer customers. This person will bring together support teams, workflows, and tooling into a focused operating model that helps customers succeed, improves the product, and unlocks growth. This is a hands-on leadership role for someone who can build the support machine, not just run the queue. You will own the team, the systems, the feedback loops, and the AI tools that help Perplexity deliver great support without scaling headcount linearly. Responsibilities - Lead Perplexity's support function across Enterprise and consumer customers. - Build one operating model for queues, coverage, escalations, SLAs, QA, reporting, and team performance. - Coach and develop a distributed team with a high bar for customer empathy, technical judgment, speed, and written communication. - Own support AI tooling, including support bot agents, AI-assisted triage, routing, knowledge retrieval, and agent workflows. - Partner with Sales, Customer Success, Product, Engineering, and RevOps to turn customer pain and ticket trends into better product and customer experiences. - Improve high-touch Enterprise support while scaling high-volume consumer support through better tooling, documentation, and automation. - Hire thoughtfully as the business grows, balancing team growth with process, product, and AI leverage. - Serve as an escalation leader for complex, high-priority, or ambiguous customer issues. What We're Looking For - 8+ years in customer support, technical support, customer experience, or support operations at a fast-growing

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