Customer Success and Support Operations Leader

Job Description

Perplexity AI is seeking a Customer Success and Support Operations Leader to drive its industry-leading search capabilities to enterprise clients and individual users across Asia-Pacific markets. The company has experienced tremendous growth since launching its conversational answer engine and is expanding its APAC User Operations team to support this growth.This role involves strategic leadership, operational scaling, technical support execution, customer success & growth, and cross-functional collaboration. The ideal candidate will be responsible for creating and leading the vision and strategy for APAC Customer Success and Support, building and mentoring a high-performing team, and establishing strong partnerships with global teams.Responsibilities:

• Create and lead the vision and strategy for APAC Customer Success and Support.
• Build, mentor, and develop a high-performing team.
• Architect Tokyo-based support operations covering JST time zone.
• Localize knowledge base articles and maintain terminology consistency.
• Define and drive a targeted, goal-based engagement plan.
• Collaborate with sales teams to ensure customer insights are translated into actionable growth strategies.

Requirements:

• Fluency in English and Japanese.
• Technical writing proficiency in Japanese.
• 7+ years of experience in customer-facing roles.
• Strong customer orientation with focus on quality.
• Proven record of successful account management.
• Experience in building and leading customer success/support teams in APAC markets.

Perplexity AI offers:

• Opportunity to lead and shape customer success and support operations in a rapidly growing company.
• Chance to work with leading companies like Nvidia, the Cleveland Cavaliers, Bridgewater, and Zoom.
• Collaborative environment with cross-functional teams.