Information Systems Architect

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 Information Systems Architect for the Support team 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 support knowledge management role: by leveraging your expertise in library sciences and knowledge management, 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, and implementation for turning insights from every customer interaction into knowledge or actionable improvements that continuously enhance our 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:

• Lead the strategy and implementation of a dynamic knowledge base that evolves with customer insights from interactions and resolutions, fortifying the system over time and contributing to increased automation and deflection
• Use 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 an advanced degree in Library Sciences, Information Systems, AI, Machine Learning, or a related field
• Have experience in knowledge management systems, knowledge-centered support (KCS) and are passionate about applying it to customer support operations
• Possess an understanding of customer support workflows and are familiar with tools like Intercom, Zendesk, Salesforce, or similar platforms.
• 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 manage

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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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.

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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.