Senior Support Specialist, Ads
Recruiter Fit Breakdown & Candid Summary
OpenAI is seeking a Senior Advertiser Support Specialist to handle complex cases, escalations, and ads policies within their User Operations team.
The ideal candidate brings 6+ years of experience in customer support, ads operations, or Trust & Safety, with strong investigative judgment and a knack for leveraging AI for automation.
You will bridge frontline support with cross-functional teams like Product, Policy, and Engineering to scale support in an AI-native environment.
Candidates who prefer strictly predictable, non-ambiguous tasks or lack operational experience in digital advertising or trust & safety should not apply.
Role Responsibilities
- 1Own advertiser cases from initial intake through resolution, including complex or sensitive Ads Trust & Safety escalations.
- 2Develop deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
- 3Build a detailed view of advertiser friction by combining ticket themes, escalation patterns, and service metrics.
- 4Turn frontline learnings into clearer help content, stronger playbooks, better routing, and self-service opportunities.
- 5Partner with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to resolve recurring issues.
- 6Drive operational excellence through AI-assisted workflows and automation to reduce manual effort.
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."
Ready to submit your application?
Apply directly on OpenAI's official job portal.