Customer Support and Success Associate APAC (Full Time)

About the TeamThe 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 ScalingArchitect Tokyo-based support operations covering JST time zone (9 AM - 6 PM) with 8-hour shift rotationsImplement comprehensive QA protocols and performance metrics that align with both global standards and regional expectationsOperational performance of services and support, meeting experience, revenue, budget and performance targetsTechnical Support ExecutionLocalize 15+ knowledge base articles, maintaining terminology consistency with product UI localization effortsDrive innovation through experimentation with a design thinking approach to improve support efficiency and effectivenessAnticipate customer issues, orchestrate timely resolutions, and act as an escalation point for complex problemsCustomer Success & GrowthDefine and drive a targeted, goal-based engagement plan that aligns with customers' objectivesCollaborate with sales teams to ensure customer insights are translated into actionable growth strategiesUnderstand and optimize for the unique customer service expectations across different APAC marketsGenerate customer insights by understanding both competitive landscape and end-to-end customer journey, including goals, behaviors, and pain pointsCross-Functional CollaborationEngage cross-functionally with key stakeholders to drive projects and influence decisions that enable delivery of your customer strategy1Provide structure and thought leadership by developing priorities and managing operating mechanisms that drive organizational effectiveness1Collaborate with product teams to provide important customer feedback and process improvement suggestionsPartner with marketing to leverage customer success stories and drive market growthQualificationsFluency in English and Japanese is a mustTechnical writing proficiency in JapaneseProficiency in Python/NodeJS and SQLExperience 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 users3+ years of experience in customer-facing roles with proven ability to engage with customers at both project and senior management levelsStrong customer orientation with focus on quality and ability to interact with Software Engineers and business decision-makersProven record of successful account management with creative problem-solving skills in a fast-paced environmentNice to have:Business or Fluent level Korean or Mandarin ChineseExperience of using AI tools (e.g. Claude Code, Cursor etc.) to write or interpret codeExperience of using Consumer SaaS services and understanding of REST APIExperience with both enterprise and consumer support operationsTrack record in transforming support from a cost center to a value driverExperience working with international teams and environments