Senior Support Specialist, Ads
Recruiter Fit Breakdown & Candid Summary
This role is for an experienced operations professional with a background in Trust & Safety or Ads support who thrives in ambiguous, fast-paced environments.
The ideal candidate balances high-touch customer resolution with the ability to influence product and policy roadmaps through data-driven insights.
Candidates should be comfortable with technical troubleshooting and leveraging AI tools to automate workflows.
Those seeking a purely reactive support role or lacking experience in complex escalations and cross-functional collaboration will not be a fit.
Role Responsibilities
- 1Manage end-to-end advertiser support cases, including complex Trust & Safety escalations.
- 2Analyze support data and escalation patterns to identify and prioritize operational improvements.
- 3Develop and refine help content, playbooks, and internal knowledge management systems.
- 4Collaborate with Product, Engineering, and Policy teams to resolve recurring issues and scale support operations.
- 5Implement AI-assisted workflows and automation to improve team efficiency and support quality.
- 6Provide occasional on-call coverage for weekends and holidays.
Skills Matrix
Must-Have Skills
Nice-to-Have Skills
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Grounded Observations to Note
On-call requirement
"Providing occasional holiday and weekend support on call coverage, as needed, to support business and customer needs."
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