Customer Support Operations Specialist

3 weeks ago

San Francisco, California, United States OpenAI Full time
About the Team

The User Operations team at OpenAI is a critical component in delivering exceptional customer experiences. Our team resolves complex issues, provides technical guidance, and supports customers in getting the most out of our products.

About the Role

We are seeking experienced and passionate individuals to help solve some of the most challenging problems faced by our customers. As a Customer Support Operations Specialist, you will interact directly with customers through support tickets and Slack messages, troubleshooting complex issues and setting a positive precedent for the rest of the team.

Your work will contribute to industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. You will play an integral role in building knowledge within the team and improving organizational processes.

Key Responsibilities
  1. Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
  2. Be among the foremost experts on everything related to OpenAI products, serving as the last line of defense before our core Product and Engineering teams.
  3. Partner with engineering and customer teams to resolve issues, engaging with senior leaders and teams internally or with customers as needed.
  4. Take learnings from resolving customer issues and inform our approach to scaling these solutions, partnering with Engineering and Go-To-Market teams.
  5. Foster a supportive and productive work culture within the User Operations team.
  6. Provide support coverage in on-call shifts and during holidays and weekends based on business needs.
Requirements
  • 5+ years of experience in user operations, technical support, or support engineering roles, ideally in tech startups or fast-paced environments.
  • Excellent problem-solving skills and the ability to comprehend and communicate complex technical issues.
  • Proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
  • A humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
  • Operate with high horsepower, are adept at frequent context switching, and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.
About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability, or any other legally protected status.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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