We're hiring a Customer Support Representative to join our global support team and deliver fast, high-quality, and empathetic support to our clients.

This is a hands-on, execution-focused role where you will be managing live chat interactions, resolving client queries, and ensuring a seamless support experience. You'll work closely with internal teams (Customer Success, Product, and Tech) to escalate issues, surface patterns, and contribute to continuous improvement of our support systems.

Key Responsibilities

Client Support & Communication

• Manage live chat and support channels, ensuring fast and accurate responses
• Resolve client queries efficiently while maintaining a high standard of communication
• Escalate complex issues to the appropriate teams when needed
• Maintain professionalism and empathy in all client interactions

Issue Resolution & Escalation

• Identify and troubleshoot client issues across platform usage, onboarding, and workflows
• Handle support tickets and follow through until resolution
• Flag recurring issues or bugs to internal teams

Knowledge Base Contribution

• Follow and utilize internal documentation and SOPs effectively
• Contribute to improving FAQs and knowledge base content
• Document new solutions and recurring fixes to support team scalability

Operational Support

• Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
• Support internal teams with insights on client feedback and common pain points
• Ensure adherence to SLAs (response time, resolution time, quality standards)

Requirements

Must-Have

• 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles
• Experience handling live chat or ticket-based support environments
• Strong written communication and problem-solving skills
• Ability to manage multiple conversations/tasks simultaneously
• High attention to detail and accountability
• Comfortable working in a fast-paced, remote environment
• Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)

Nice to Have

• Experience in SaaS, PaaS, AI, or tech environments
• Exposure to CRM tools and customer workflows
• Experience working with global teams across time zones
• Basic understanding of AI tools or automation workflows

Benefits

• Remote-first environment with global exposure
• Competitive compensation
• High-growth, high-impact role within a scaling company
• Opportunity to grow within Customer Success and Operations

Application Requirements

• CV / LinkedIn profile
• Short response describing a challenging customer support situation you handled and its outcome

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We're hiring a Customer Support Representative to join our global support team and deliver fast, high-quality, and empathetic support to our clients.

This is a hands-on, execution-focused role where you will be managing live chat interactions, resolving client queries, and ensuring a seamless support experience. You'll work closely with internal teams (Customer Success, Product, and Tech) to escalate issues, surface patterns, and contribute to continuous improvement of our support systems.

Key Responsibilities

Client Support & Communication

• Manage live chat and support channels, ensuring fast and accurate responses
• Resolve client queries efficiently while maintaining a high standard of communication
• Escalate complex issues to the appropriate teams when needed
• Maintain professionalism and empathy in all client interactions

Issue Resolution & Escalation

• Identify and troubleshoot client issues across platform usage, onboarding, and workflows
• Handle support tickets and follow through until resolution
• Flag recurring issues or bugs to internal teams

Knowledge Base Contribution

• Follow and utilize internal documentation and SOPs effectively
• Contribute to improving FAQs and knowledge base content
• Document new solutions and recurring fixes to support team scalability

Operational Support

• Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
• Support internal teams with insights on client feedback and common pain points
• Ensure adherence to SLAs (response time, resolution time, quality standards)

Requirements

Must-Have

• 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles
• Experience handling live chat or ticket-based support environments
• Strong written communication and problem-solving skills
• Ability to manage multiple conversations/tasks simultaneously
• High attention to detail and accountability
• Comfortable working in a fast-paced, remote environment
• Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)

Nice to Have

• Experience in SaaS, PaaS, AI, or tech environments
• Exposure to CRM tools and customer workflows
• Experience working with global teams across time zones
• Basic understanding of AI tools or automation workflows

Benefits

• Remote-first environment with global exposure
• Competitive compensation
• High-growth, high-impact role within a scaling company
• Opportunity to grow within Customer Success and Operations

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Key responsibilities include building and leading a regional team of Premium Support Engineers, operating as a player-coach, owning the end-to-end Premium Support experience, overseeing daily operations of the Premium Support queue, serving as the escalation lead for critical or sensitive issues, and leading incident communication for Premium customers.

The ideal candidate will have 5+ years of experience in technical support, developer support, or similar roles within a technology company, with 2+ years in a leadership or management capacity. They should have a strong technical foundation in software development, systems, or DevOps workflows, and experience operating in fast-moving, ambiguous environments.

In addition to a competitive salary and equity, Replit offers a range of benefits, including health, dental, and vision insurance, 401(k) program with a 4% match, and flexible time off.

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Responsibilities:

• Lead, coach, and develop a team of CAD designers and engineering design personnel.
• Oversee creation, quality, release, and maintenance of 3D CAD models, assemblies, and 2D engineering drawings.
• Support vehicle and subsystem development from concept, feasibility, packaging, and prototype through validation and production release.
• Ensure CAD deliverables meet engineering standards, release requirements, timing milestones, and program objectives.
• Partner closely with design release engineers, manufacturing, studio, quality, purchasing, suppliers, prototype, and program teams.
• Review model integrity, interface control, package feasibility, tolerance conditions, and manufacturability.
• Drive consistent use of CAD best practices, modeling standards, drawing standards, naming conventions, and data management processes.
• Support digital mockup reviews, issue resolution, packaging studies, and design change implementation.
• Manage team workload, priorities, staffing support, and escalation of technical or timing risks.
• Lead problem-solving activities related to design quality, package conflicts, release issues, and engineering change execution.
• Promote continuous improvement in CAD productivity, digital quality, and development efficiency.
• Mentor team members in technical design methods, GD&T, release discipline, and product development processes.

Qualifications:

• Bachelor's degree in Mechanical Engineering, Automotive Engineering, Manufacturing Engineering, or a related technical discipline.
• 7 or more years of experience in CAD design, engineering design, or product development.
• 2 or more years of leadership experience in a supervisory, lead, or team-coordination capacity.
• Strong experience in automotive or complex mechanical product development.
• Advanced proficiency in 3D CAD modeling, assembly design, engineering drawing development, and release processes.
• Strong working knowledge of GD&T and engineering drawing interpretation.
• Experience supporting cross-functional design reviews, packaging studies, and manufacturability assessments.
• Strong understanding of mechanical systems, component interfaces, materials, and production processes.
• Excellent communication, organizational, problem-solving, and collaboration skills.

Experience with many of the following technical tools and systems is also beneficial:

• CATIA V5
• CATIA 3DEXPERIENCE
• 3D solid modeling
• surface modeling
• large assembly management
• parametric design
• 2D detailing and drawing release
• Teamcenter
• product lifecycle management systems
• engineering release systems
• revision control
• configuration management
• Teamcenter Visualization
• VisMockup
• digital mockup tools
• interference detection
• package analysis
• interface management
• tolerance stack-up tools
• DFMEA support tools
• CAE coordination processes
• design-for-manufacturing reviews
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word
• issue tracking systems
• project timing tools
• collaboration platforms

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As a Scaled Customer Success Manager, you'll be the customer's trusted guide,helping them adopt and embed Intercom's suite at scale, extracting real value, and scaling processes so more businesses succeed, more reliably.

If you're excited by working at the intersection of AI, product adoption, and operational excellence,and you want to help define how scaled CS works in practice,this is your role.

Key Responsibilities:

• Drive broad product adoption, with special focus on Fin and AI-powered features: helping customers understand how Fin can automate support, enhance service, and deliver self-serve experiences, alongside human support.

• Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments,leveraging technology, automation, digital content, and smart touchpoints.

• Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1.

• Monitor usage & health signals proactively,identifying risks, opportunities, and expansion paths; drive intervention where needed.

• Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.

• Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.

• Help define what 'Scaled CS' means here: you'll be a builder,defining processes, tools, metrics, and models for what high volume, high value looks like.

What You'll Need:

• 2–4+ years in a customer-facing role in SaaS / technology / product success or similar, with a track record of managing many customers or high-volume engagement.

• Strong interest in / experience with AI & automation support tools; ability to explain AI/Fin features and use cases to customers, and help them build workflows around them.

• Comfortable discussing technical topics such as APIs, integrations, and workflows,not an expert, but confident engaging with customers on technical questions and guiding them to resources.

• Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives, operations, support leaders).

• Data-driven mindset: able to monitor usage metrics, define success metrics, analyse what is / isn’t working, and adapt strategy based on results.

• Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and consistently improve them.

• Strong relationship builder: you can maintain trust even with many customers, manage expectations, and partner with internal stakeholders.

Bonus Skills & Attributes:

• Interest in consumption or usage-based SaaS models.

• Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools.

• Experience in operations, scaling CS / onboarding / customer education / digital engagement programs.

Benefits:

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• Competitive salary and meaningful equity

• Comprehensive medical, dental, and vision coverage

• Regular compensation reviews - great work is rewarded!

• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

• Flexible paid time off policy

• Paid Parental Leave Program

• 401k plan & match

• In-office bicycle storage

• Fun events for Intercomrades, friends, and family!

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Trust & Safety Operations Analyst, Ads

Location

San Francisco

Employment Type

Full time

Department

Compensation

• $189K – $280K • Offers Equity

The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following benefits.

• Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts

• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)

• 401(k) retirement plan with employer match

• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)

• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees

• 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)

• Mental health and wellness support

• Employer-paid basic life and disability coverage

• Annual learning and development stipend to fuel your professional growth

• Daily meals in our offices, and meal delivery credits as eligible

• Relocation support for eligible employees

• Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

More details about our benefits are available to candidates during the hiring process.

This role is at-will and OpenAI reserves the right to modify base pay and other compensation components at any time based on individual performance, team or company results, or market conditions.

About the Team

At OpenAI, our User Safety & Risk Operations team is responsible for safeguarding our platform and users from abuse, fraud, and emerging threats. We operate at the intersection of product risk, operational scale, and real-time safety response—supporting users ranging from individuals to global enterprises, as well as advertisers and creators.

The Ads Trust & Safety Operations team protects our users, advertisers, and creators across all monetized surfaces. As OpenAI introduces new revenue-generating formats and partnerships, this team ensures these experiences remain safe, compliant, high-quality, and aligned with our broader safety standards. We partner closely with Product, Engineering, Policy, and Legal to identify emerging risks, build and mature enforcement systems, and ensure scalable, high-integrity operations.

About the Role

We’re looking for a senior operator to help build and scale Ads Trust & Safety Operations at OpenAI. In this role, you’ll drive critical Ads T&S workstreams end-to-end, partnering closely with Product, Policy, Engineering, Legal, and Operations to design scalable enforcement processes, strengthen detection and tooling, and ensure we’re prepared to support Ads and monetization safely at scale.

You’ll operate at the intersection of strategy and execution—translating ambiguity into structured programs, identifying operational risks, and driving measurable improvements across systems and workflows.

This role requires someone who is highly operational, excellent at execution, and comfortable driving clarity amid ambiguity. You should be eager to build scalable systems and processes from the ground up and work in lockstep with policy and product teams as we rapidly iterate on advertising strategies and features.

In this role, you will:

• Own complex, high-impact Ads Trust & Safety problem areas from strategy through execution.

• Design and scale operational workflows for Ads Trust & Safety, including enforcement models, review processes, escalation paths, and quality frameworks.

• Partner closely with Product, Policy, and Engineering to translate risk and policy requirements into scalable systems, tooling, and automation.

• Drive operational readiness for new Ads and monetization launches, features, and markets, identifying risks early and ensuring appropriate mitigations are in place.

• Use data to identify trends, gaps, and emerging risks across Ads surfaces; develop proposals and solutions grounded in metrics and operational signals.

• Contribute to the evolution of Ads Trust & Safety cross-functional strategy, including how safety scales with automation, classifiers, and self-service tooling.

• Act as a senior XFN partner and subject-matter expert, influencing direction through strong judgment, clear communication, and credibility.

You might thrive in this role if you have:

• 5+ years of experience in Trust & Safety, Business Integrity, Fraud & Abuse, Risk Operations, or a closely related domain.

• Deep familiarity with ads ecosystems and advertiser risk

• Proven ability to independently own ambiguous, cross-functional initiatives and drive them to completion.

• Strong operational judgment and systems thinking—able to design solutions that scale beyond manual review.

• Experience working closely with Product, Policy, and Engineering teams on enforcement systems, tooling, or automation.

• Comfort using data and operational metrics to inform decisions, prioritize work, and measure impact.

• Excellent written and verbal communication skills, including the ability to explain complex risk tradeoffs to diverse audiences.

• Experience designing or partnering on automated enforcement, classifiers, or decision-support tools.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits humanity. It was founded in 2015 and has since grown to become a leading player in the AI industry.

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