Support Knowledge Management 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 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 role includes designing and implementing effective knowledge systems and taxonomies that enhance the organization and accessibility of information. You will lead efforts in building robust information architecture, ensuring content consistency and accuracy, and implementing tools and processes that improve how knowledge is stored, accessed, and maintained across the support team. By leveraging best practices in knowledge management (e.g. Knowledge-Centered Service principles), your role will enable a streamlined and efficient support experience for both customers and internal teams.

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:

• Build a knowledge management program for our support team from the ground up, establishing best practices, frameworks, and processes that ensure a scalable, sustainable approach to managing knowledge.

• 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 content or knowledge management systems, and knowledge-centered support (KCS).

• Have a proven track record of building a knowledge management program from scratch for a support team, including defining objectives, designing workflows, and delivering measurable results.

• 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. 

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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.