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 strategy 1 Provide structure and thought leadership by developing priorities and managing operating mechanisms that drive organizational effectiveness 1 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