Support Engineer • Lead

Who you are

You have a proven track record in customer support leadership, with experience managing teams and fostering a culture of excellence. Your ability to mentor and develop team members is key to ensuring they perform at their highest potential. You understand the importance of providing technical guidance and troubleshooting complex issues to enhance customer satisfaction. You are adept at collaborating with cross-functional teams, including Technical Success, Product, and Engineering, to resolve challenges effectively.

You thrive in environments where you can lead by example, removing operational roadblocks and investing in upskilling initiatives for your team. Your strong communication skills enable you to articulate strategies and expectations clearly, ensuring alignment across teams. You are committed to creating a supportive atmosphere that encourages collaboration and innovation.

What you'll do

As the Support Delivery Lead, you will oversee a dynamic team of Customer Support Engineers, ensuring they have the tools and guidance needed to excel in their roles. You will conduct performance reviews and manage team performance, fostering a high-performance culture. Your leadership will be crucial in helping team members navigate complex customer issues and deliver exceptional service. You will partner closely with other teams to ensure that customer needs are met and that solutions are implemented effectively.

You will be responsible for developing and executing strategies that enhance the customer experience, ensuring that customers can reliably build mission-critical solutions using OpenAI models. Your role will involve analyzing support metrics and feedback to continuously improve processes and outcomes. You will also play a key role in onboarding new team members and providing ongoing training to ensure they are equipped to handle customer inquiries effectively.

What we offer

OpenAI offers a hybrid work model, allowing you to work three days in the office per week while providing relocation assistance for new employees. You will be part of a mission-driven organization that believes in the potential of artificial intelligence to solve global challenges. Join us in shaping the future of technology and making a meaningful impact in the customer support landscape.