Data Scientist, Support Knowledge Management

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, focusing on building knowledge-driven systems that minimize the need for direct customer support interactions and optimize both self-service and automated solutions. By joining our team, you'll collaborate with forward-thinking professionals committed to continually improving and evolving the customer experience.

About The Role
As a Data Scientist focused on Support Knowledge Management 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 data science or 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 data analysis, research, strategy, and implementation for turning insights from every customer interaction into knowledge or actionable improvements that continuously enhance our support systems. Your work 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, with a hybrid work model of 3 days in the office per week and relocation assistance offered to new employees.

In This Role, You Will
• Harness data from each step of the customer journey (Help Center, chatbot, support cases) to continuously improve the support and customer experience while building trust systems to validate information or knowledge updates, including implementing a “reinforcement learning from human feedback” (RLHF) process.
• Lead the strategy and implementation of a dynamic knowledge base that evolves with customer insights from interactions and resolutions, contributing to increased automation and deflection over time.
• Partner with engineering teams to build out the self-fortifying information and knowledge ecosystem, utilizing OpenAI technology and future-proofing our systems for scale.

You Might Thrive In This Role If You
• Have an advanced degree in Data Science, Information Systems, or a related field.
• Have experience in content or knowledge management systems, knowledge-centered support (KCS), and are passionate about applying it to customer support operations.
• Possess an understanding of customer support workflows, familiar with tools like Intercom, Zendesk, or Salesforce, while bringing a researcher's mindset to analyzing and improving these systems.
• Are skilled in data science, capable of deriving insights from customer interactions to continuously enhance 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, 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 AI capabilities and seek to safely deploy them worldwide through our products. AI is a powerful tool that must be created with safety and human needs at its core, encompassing the many different perspectives, voices, and experiences that represent 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.

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. 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.