Senior Support Specialist, Ads

About the Team OpenAI’s User Operations team ensures that our customers' experience is nothing short of exceptional. We resolve complex issues, provide guidance, and support customers in maximizing value with our products. Within User Operations, Ads Safety Operations helps OpenAI grow advertising in a way that is safe, trusted, and sustainable for advertisers, users and the business. The Ads Safety Support team sits within Ads Safety Operations and owns the advertiser-facing support journey: helping advertisers navigate ads products, policies, reviews, and enforcement decisions while turning frontline insights into better guidance, tooling, and product experiences. About the Role We’re looking for an Advertiser Support Specialist to help build and scale advertiser support within Ads Safety Operations. You’ll work directly with advertisers through support tickets, escalations, owning high-impact questions related to ads policies, review outcomes, product behavior, and operational processes. Many cases will be novel or ambiguous, and you’ll be expected to investigate carefully, communicate clearly, and drive them to resolution in a fast-moving product environment. As OpenAI’s advertising ecosystem grows, your work will help advertisers operate successfully at scale while serving as a critical bridge between frontline support and the teams responsible for product quality, policy integrity, and platform safety. Beyond resolving individual cases, you’ll help define what world-class support looks like in an AI-native environment. You’ll turn support interactions into operational intelligence, identifying recurring friction, gaps in guidance, and emerging issues to improve support at scale, and protect the quality and safety of OpenAI’s ad ecosystem. You’ll partner closely with Engineering, Product, Policy, Legal and Go To Market partners to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates at scale. This Toronto-based role is currently remote and is expected to transition to an in-office arrangement. In this role, you will: - Own advertiser cases from initial intake through resolution, including complex or sensitive Ads Trust & Safety escalations; investigate whether issues stem from policy, review operations, product behavior, tooling, or another dependency, then communicate clear next steps and follow through. - 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. - Providing occasional holiday and weekend support on call coverage, as needed, to support business and customer needs. You might thrive in this role if you: - Have 6+ years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, escalations, or a related field, including ownership of high-impact customer or advertiser cases. - Bring strong investigative judgment and can translate ambiguous signals into policy support, operational gaps, product defects, and expected behavior - Can synthesize data trends, feedback, QA findings, and service metrics into clear priorities and system improvement while maintaining strong judgment and safeguards - Have improved support processes, knowledge bases, escalation workflows, routing systems, or quality programs. - Are comfortable using AI and emerging technologies (i.e. Codex, ChatGPT, OpenAI API, etc.) and/or code (e.g. Python) to automate repetitive tasks and integrating tools - Build trust with cross-functional partners, communicate clearly and empathetically with advertisers and internal teams, and drive action without formal authority. - Thrive in ambiguity, learn quickly, manage competing priorities, and bring a humble, service-oriented mindset. - Understand advertiser workflows, ads ecosystems, policy enforcement, account reviews, or ads safety operations. About OpenAI OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.  We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement https://cdn.openai.com/policies/eeo-policy-statement.pdf. Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. 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