Matt Hartley
Hardware Customer Service Lead at OpenAI
San Francisco Bay Area United States
Summary
👤
Senior🎓
Top SchoolMatt Hartley is an AI-first, CX-driven hardware customer service leader with nearly two decades of global experience building and scaling support operations for consumer hardware, most recently leading Hardware Customer Service at OpenAI after six years shaping Pixel support at Google. He combines deep product empathy and data-driven insight to influence roadmap and operational design, having founded and grown regional teams across APAC while launching scalable help platforms and community-driven support. A Duke MBA with early consulting chops at Navigant, Matt blends quantitative problem-solving (including Monte Carlo lifecycle modeling) with hands-on Linux support experience from his work with Framework Computer. He’s known for turning customer signals into actionable product and content strategies that improve CSAT and efficiency, and for seeding support hubs from one to 25 FTEs in new markets. Based in the San Francisco Bay Area, he pairs strategic leadership with a practical, doer’s mindset—equally comfortable with cross-functional advocacy and troubleshooting at the OS level.
10 years of coding experience
5 years of employment as a software developer
MBA, Strategy and Decision Sciences, MBA, Strategy and Decision Sciences at Duke University - The Fuqua School of BusinessBachelor’s Degree, Commerce; Finance and Management, Bachelor’s Degree, Commerce; Finance and Management at University of Virginia, McIntire School of CommerceThe American Business School of Paris
English
Github Skills (45)
openshot10
video-editing10
video-quality10
gnome10
coreos10
video-production10
editing10
ffmpeg9
htpc9
animation9
dedicated9
python9
fedora9
steam9
fedora-silverblue8
Programming languages (9)
Github contributions (5)
ctsdownloads/wi-fi-fixer
Feb 2023 - Mar 2023
Linux Wi-Fi script for detecting and fixing common Intel wifi issues
Contributions:61 commits, 13 PRs, 63 pushes in 25 days
FrameworkComputer/linux-docs
Apr 2023 - Mar 2025
Linux Markdown Guides
Contributions:1 release, 4 reviews, 22 PRs in 1 year 11 months
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