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User Operations, Generalist

4 months ago

Dublin, Dublin City, Ireland OpenAI Full time
About the TeamThe User Operations team plays a crucial role in ensuring a top-notch experience for our customers. We tackle complex issues, offer technical guidance, and assist customers in optimizing the value of our products. Collaborating closely with Sales, Technical Success, Product, Engineering, and other teams, we aim to provide exceptional experiences to our diverse range of customers including early-stage startups and established enterprises.About the RoleWe are seeking dedicated and experienced individuals to help tackle challenging problems faced by our customers. As part of this role, you will directly engage with customers through various channels, troubleshoot complex issues, and set a positive example for the team. Your efforts will help us achieve leading response times and service levels, shaping our customer feedback operations. Moreover, you will contribute to knowledge sharing within the team and support strategic initiatives for organizational enhancements, playing a vital part in the success of our cutting-edge AI solutions.If you excel in environments that prioritize impact, teamwork, and quick problem-solving, this role could be an excellent fit for you.This position is based in Dublin, Ireland, with a hybrid work model of 3 days in the office per week and relocation support for new hires.In this role, you will:
  • Work directly with customers to resolve complex problems and provide guidance on our platforms.
  • Be a key expert on all aspects of OpenAI products, acting as the final line of support before engaging core Product and Engineering teams.
  • Collaborate with engineering and customer teams to address issues, involving senior leadership and teams as necessary.
  • Implement scalable solutions based on customer issue resolutions, collaborating with various teams for effective implementation.
  • Encourage a positive work environment within the User Operations team.
  • Offer support during holidays and weekends as required by business needs.
You might excel in this role if you:
  • Have 5+ years of experience in user operations, technical support, or support engineering, ideally in dynamic environments.
  • Possess strong problem-solving abilities and can effectively communicate complex technical issues.
  • Can proactively identify pain points in solutions, both internally and for customers.
  • Demonstrate experience in building solid relationships with customers and cross-functional teams to address complex issues.
  • Display a humble attitude, willingness to assist others, and eagerness to learn new skills for team and customer success.
  • Operate efficiently, handle multiple projects simultaneously, and prioritize effectively.
Compensation, Benefits and PerksThis position is with OpenAI Ireland Ltd., overseeing the hiring and management.The total compensation package includes an annual salary, valuable equity, and benefits.
  • Medical, dental, and vision coverage for you and your family.
  • Mental health and wellness assistance.
  • PRSA plan with 6% employer matching.
  • Unlimited paid time off.
  • Annual learning and development stipend (€1,000 per year).