Legal Response Specialist

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.

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.