About the Role
We're hiring a Legal Response Specialist on Perplexity's Support team to handle legal and other sensitive tickets. You'll help Legal answer routine requests for information and support Governance, Risk & Compliance (GRC) on privacy and security requests.
You'll review cases, write responses, and follow up until the work is done. Support Engineering owns the routing and safeguards that keep these tickets from being missed, answered by AI, or automatically closed.
Responsibilities
•Monitor designated Support and Legal channels, assess urgency, and route requests for human review. Promptly escalate government, court, law enforcement, and legal-threat requests according to approved procedures.
•Respond to routine requests using Legal-approved templates and guidance. Escalate matters requiring legal interpretation or disclosure of user information.
•Answer routine requests for information under Legal's guidance. Gather account history and draft responses for matters that need review.
•Help GRC process data subject requests and meet deadlines. Follow approved identity-verification and data-handling procedures.
•Coordinate security questionnaires and data protection agreements, with Legal and GRC responsible for substantive review and approval.
•Track each case through completion, including after handoffs. Record decisions, follow up on deadlines, and confirm the work is done before closing.
•Work with Support Engineering to test routing, AI bypass rules, auto-close protections, and alerts. Investigate missed cases and verify fixes.
•Keep approved replies and handoff instructions current with Legal and GRC. Arrange backup coverage so cases keep moving when you're out.
•Handle other sensitive support escalations. Report backlog, response times, overdue cases, and recurring problems to Support, Legal, and GRC.
Requirements
•5+ years in support, trust and safety, legal or privacy operations, or compliance, ideally at a technology company.
•Experience handling legal, privacy, or law enforcement requests.
•Working knowledge of GDPR, CCPA, and data subject requests.
•Judgment about when to involve Legal or GRC, and care with confidential and privileged information.
•Clear writing, including in sensitive customer conversations.
•Ability to manage competing deadlines and follow through without reminders.
•Experience improving support processes with technical teams, including automation and AI safeguards.
Nice to Have
•Experience with Intercom, Decagon, Linear, or Kodex.
•Paralegal, privacy, or compliance experience or certification.
•Experience with security questionnaires, SOC 2, ISO 27001, or HIPAA.
•Familiarity with AI products or data tools for case reviews.
