Senior Support Specialist, Ads

We are seeking a Senior Advertiser Support Specialist to help build and scale advertiser support within Ads Safety Operations at OpenAI. You will work directly with advertisers through support tickets, escalations, and owning high-impact questions related to ads policies, review outcomes, product behavior, and operational processes.

Responsibilities:

• Own advertiser cases from initial intake through resolution, including complex or sensitive Ads Trust & Safety escalations
• Develop deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling
• Build a detailed view of advertiser friction by combining ticket themes, escalation patterns, quality findings, and service metrics to prioritize improvements and identify emerging experience or safety gaps
• Turn frontline learnings into clearer help content, stronger playbooks, better routing and escalation criteria, improved knowledge management and quality standards, and self-service opportunities
• Partner with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to resolve recurring issues, surface advertiser feedback, and scale durable solutions
• Drive operational excellence through AI-assisted workflows and automation that reduce manual effort, improve team efficiency, and elevate support quality
• Support readiness for new ads formats, features, and markets by anticipating advertiser questions and identifying support risks early
• Provide occasional holiday and weekend support on call coverage, as needed

Requirements:

• 6+ years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, escalations, or a related field
• Strong investigative judgment and ability to translate ambiguous signals into policy support, operational gaps, product defects, and expected behavior
• Ability to synthesize data trends, feedback, QA findings, and service metrics into clear priorities and system improvement
• Experience improving support processes, knowledge bases, escalation workflows, routing systems, or quality programs
• Comfortable using AI and emerging technologies, such as Codex, ChatGPT, OpenAI API, etc., and/or code (e.g., Python) to automate repetitive tasks and integrate tools
• Ability to build trust with cross-functional partners, communicate clearly and empathetically with advertisers and internal teams, and drive action without formal authority
• Thrives in ambiguity, learns quickly, manages competing priorities, and brings a humble, service-oriented mindset

Benefits:

• CA$140K – CA$188K salary
• Medical, dental, and vision insurance for you and your family
• Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents)
• Paid time off: accrual of 20 days per calendar year
• 12+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick time