Customer Support Specialist

4 weeks ago

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

The User Operations team at OpenAI is dedicated to delivering exceptional customer experiences. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from our products. We work closely with Sales, Technical Success, Product, Engineering, and others to deliver the best possible experience to our customers at scale.

About the Role

We are seeking a dedicated and experienced individual to help solve complex problems faced by our customers. In this role, you will interact directly with customers through support tickets and Slack messages, troubleshooting issues and setting a positive precedent for the team. Your work will contribute to industry-leading response times and service levels while building internal customer feedback operations in an increasingly intricate space. You will play a crucial role in building knowledge within the team and improving organizational processes.

Key Responsibilities

• Work directly with customers to solve their most complex problems and provide ownership and education on the use of our platforms.
• Partner with engineering and customer teams to resolve issues, engaging with senior leaders and teams internally or with customers as needed.
• Take learnings from resolving customer issues and inform our approach to scaling these solutions, partnering with Engineering and Go-To-Market teams.
• Foster a supportive and productive work culture within the User Operations team.
• 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.
• High horsepower, adept at frequent context switching, and working on multiple projects at once with expansive ownership, and ruthlessly prioritizing.

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. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

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.

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