Customer Support and Success Associate APAC (Full Time)

About the Team

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.

Operational Scaling

• 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

Technical Support Execution

• 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

Customer Success & Growth

• 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

Cross-Functional Collaboration

• Engage cross-functionally with key stakeholders to drive projects and influence decisions that enable delivery of your customer strategy1 https://jobs.intuit.com/job/sydney/head-of-customer-success-and-cx-apac/27595/75727607792

• Provide structure and thought leadership by developing priorities and managing operating mechanisms that drive organizational effectiveness1 https://jobs.intuit.com/job/sydney/head-of-customer-success-and-cx-apac/27595/75727607792

• 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

Qualifications

• 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