Data Scientist, Support
Core
Transform support data into real-time insights and scalable self-serve analytics to drive proactive friction detection and service health monitoring for OpenAI's diverse customer base.
Role type
Senior IC data scientist (support analytics & LLMs)
Builds
Self-serve dashboards, automated data-sharing pipelines, and bespoke LLM classifiers for support volume segmentation
Domain
AI / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
SQL, Python or R, BI dashboard design (Looker, Mode, Tableau, Sundial), LLM fine-tuning and prompt engineering, support metrics (SLAs, FCR, deflection), data pipeline reliability, strategic storytelling
Preferred skills
Experience with customer support or operations teams, predictive modeling and experimentation, rapid prototyping with tools like ChatGPT and Jupyter
Technologies
ChatGPT, Jupyter notebooks, Retool
Responsibilities
Explore large support datasets to uncover trends and user-experience pain points; Build and maintain self-serve dashboards for non-technical teams; Establish unified metrics taxonomy and automated pipelines with BPO partners; Leverage LLMs to build classifiers for automatic labeling and segmentation of inbound volumes; Partner with Data Engineering to ensure reliable pipelines and data quality; Conduct deep-dive analyses for high-priority special projects
Seniority
Senior, hands-on IC
