Head of Support

About the role

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