About the Team
The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. 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. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.
We strive to reduce friction across the customer journey by harnessing the power of AI and LLMs. Our focus is on building knowledge-driven systems that reduce the need for direct customer support interactions, optimizing both self-service and automated solutions. By joining our team, you’ll collaborate with forward-thinking professionals committed to continually improve and evolve the customer experience.
About the Role
As a Support Knowledge Management Architect at OpenAI, your mission will be to proactively reduce the number of support cases by designing and implementing data-driven, self-fortifying information and knowledge systems. This is not a traditional knowledge management role: you will push the boundaries of what’s being done in the Customer Support space and build novel AI/LLM solutions that drive self-service, automation, and optimize the experience for customers seeking assistance. You will drive the research, strategy, information architecture, and implementation for turning insights from every customer interaction into knowledge or actionable improvements that continuously enhance our knowledge base and other support systems. If successful, what you build can be applied to and expanded to other knowledge structures around OpenAI.
If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team.
This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
In this role, you will:
Own and maintain our support knowledge base, which includes organizing all of our content and information management systems and establishing a governance framework to maintain high standards for content accuracy, consistency, and compliance
Harness data from each step of the customer journey (Help Center, chatbot, support cases) to continuously improve the support and customer experience, while building out trust systems to validate information or knowledge updates – e.g. implementing a “reinforcement learning from human feedback” (RLHF) process
Partner with engineering teams to build out the self-fortifying information and knowledge ecosystem, harnessing the power of OpenAI technology and future-proofing our systems for scale
You might thrive in this role if you:
Have experience in technical writing, content or knowledge management systems, and knowledge-centered support (KCS)
Possess an understanding of customer support workflows and are familiar with tools like Intercom, Zendesk, Salesforce, or similar platforms – but also bring a researcher’s mindset to analyzing and improving these systems.
Are skilled in data analysis and can derive insights from customer interactions to continuously improve information, knowledge, and systems
Enjoy cross-functional collaboration and working closely with product, engineering, and operations teams to implement cutting-edge solutions
Are a proactive problem-solver and project/program manager, capable of anticipating challenges and designing systems to prevent them.
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.
OpenAI Affirmative Action and Equal Employment Opportunity Policy Statement
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 this link.
OpenAI Global Applicant Privacy Policy
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.
