About this role
About the Team
OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI 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. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.
About the Role
We’re looking for dedicated, experienced, and deeply curious individuals to help solve some of the most complex challenges faced by our customers while building the future of post-AGI support alongside us. In this role, you’ll work directly with customers through support tickets, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems in one of the fastest-moving environments in technology. As AI adoption rapidly accelerates, the work you do will directly support mission-critical systems being built on OpenAI’s platform, serving as a critical line of defense for customers operating at massive scale.
Beyond resolving technical issues, you’ll help define what world-class support looks like in an AGI-driven future. You’ll partner closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates at scale.
This role is based in Singapore. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. To succeed in this position you must be fully fluent in English (spoken and written). Please note that your resume must be submitted in English, and the interview process will be conducted in English.
You’ll be responsible for:
- Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
- Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.
- Be among the last line of defense before our core Product and Engineering teams, and partner with engineering and customer teams to resolve issues.
- Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes.
- Take learnings from resolving customer issues and create our approach to scaling these solutions, partnering with product and Go-To-Market teams.
- Orchestrate agentic improvements to our operations that will level-up our entire team.
- 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.
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