Senior Support Specialist, Ads
Remote • Ontario - Remote • FullTime
Posted 17d ago
About the job
OpenAI is seeking an Advertiser Support Specialist to join its User Operations team, specifically within the Ads Safety Operations group. This role will focus on building and scaling advertiser support for OpenAI's growing advertising products. You will directly engage with advertisers to resolve complex issues related to ads policies, review outcomes, product behavior, and operational processes. The position requires investigating novel and ambiguous cases, communicating clearly, and driving them to resolution in a dynamic product environment. Your work will be crucial in bridging frontline support insights with product quality, policy integrity, and platform safety teams, ultimately defining world-class support in an AI-native context. You will transform support interactions into actionable intelligence to improve guidance, tooling, and product experiences, while partnering with cross-functional teams to enhance systems and customer experience through automation and AI technologies.
Responsibilities
- Own advertiser cases from intake through resolution, including complex Ads Trust & Safety escalations.
- Investigate issues related to policy, review operations, product behavior, tooling, or other dependencies.
- Communicate clear next steps and follow through on case resolutions.
- Develop deep expertise in advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
- Analyze ticket themes, escalation patterns, quality findings, and service metrics to identify friction points and prioritize improvements.
- Translate frontline learnings into improved help content, playbooks, routing criteria, knowledge management, and self-service opportunities.
- Partner with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to resolve recurring issues and scale solutions.
- Drive operational excellence using AI-assisted workflows and automation.
- Support readiness for new ads formats, features, and markets by anticipating advertiser questions and identifying support risks.
- Provide occasional holiday and weekend support on a call coverage basis.
Requirements
- 6+ years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, escalations, or a related field.
- Experience owning high-impact customer or advertiser cases.
- Strong investigative judgment and ability to translate ambiguous signals into actionable insights.
- Ability to synthesize data trends, feedback, QA findings, and service metrics into clear priorities and system improvements.
- Proven experience improving support processes, knowledge bases, escalation workflows, routing systems, or quality programs.
- Comfort using AI and emerging technologies (e.g., Codex, ChatGPT, OpenAI API) and/or code (e.g., Python) for task automation.
- Ability to build trust with cross-functional partners and communicate clearly and empathetically.
- Ability to drive action without formal authority.
- Ability to thrive in ambiguity, learn quickly, and manage competing priorities.
- Understanding of advertiser workflows, ads ecosystems, policy enforcement, account reviews, or ads safety operations.