User Operations Generalist

About the Team

User Operations is a team shepherding our customers adoption of AI and central to ensuring that our customers experience with our products is nothing short of exceptional. We are building the very first postAGI support team. We resolve complex issues provide technical guidance and support customers in maximizing value and adoption from deploying our products. We work closely with Sales Technical Success Product Engineering and others to deliver the best possible experience to our customers at scale. OpenAIs customers represent a range of diverse backgrounds and maturity from earlystage startups to established global enterprises.

About the Role

We are looking for dedicated experienced and passionate individuals to help solve some of the most difficult problems faced by our Customers and build our postAGI support team with us. In this role you will be interacting directly with our customers through support tickets and Slack messages troubleshooting complex issues to define the undefined and setting a positive precedent for the rest of the team to follow. Your work will bring us toward industryleading response times and service levels while building our internal customer feedback operations in an increasingly intricate space. Your initiatives will scale our support organization through improving operational processes and leverage our own technology to build the next version of the support team in the new AI world. You will be crucial to the success of the most innovative disruptive and highscale AI solutions being built with OpenAI.

If you thrive in environments that value impact collaboration and fastpaced problemsolving you might be the perfect fit for our team

We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

Youll be responsible for:

• Working directly with customers solving their most complex problems and providing ownership and education on the use of our platforms.

• Being among the foremost experts on everything related to OpenAI products even where our AI does not have the answer.

• Being among the last line of defense before our core Product and Engineering teams and partnering with engineering and customer teams to resolve issues.

• Taking learnings from resolving customer issues and creating our approach to scaling these solutions partnering with product and GoToMarket teams.

• Orchestrating agentic improvements to our operations that will levelup our entire team.

• Fostering a supportive and productive work culture within the User Operations team.

• Providing support coverage in on call shifts and during holidays and weekends based on business needs.

You might thrive in this role if you have:

• 5 years of experience in user operations technical support or support engineering roles ideally in tech startups or fastpaced environments.

• Are among the very best critical thinkers problem solvers and communicators of complex technical issues in the industry.

• Have mastered SaaS troubleshooting and quickly grasp new technologies and complex concepts

• Naturally questions established norms skillfully identifies root causes and proactively drives innovation and process improvements.

• Thrive in ambiguity rapidly adapt to change continuously learn and proactively seek opportunities for growth.

• Proven experience building strong relationships with customers and crossfunctionally to drive resolution to complex issues.

• A humble attitude an eagerness to help others and a desire to pick up whatever knowledge youre missing to make both your team and our customers succeed.

• 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 generalpurpose 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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For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance we will consider qualified applicants with arrest and conviction records.

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

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At OpenAI we believe artificial intelligence has the potential to help people solve immense global challenges and we want the upside of AI to be widely shared. Join us in shaping the future of technology.