Senior Support Specialist, Ads

OpenAI
San Francisco
Workplace: HybridFull timeUSD 189,000 - 280,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Investigative judgment","Clear communication","Empathetic communication","Data synthesis","Process improvement"]

Help build and scale advertiser support within Ads Safety Operations. Own complex advertiser cases from intake through resolution, investigating whether issues relate to ads policies, review outcomes, product behavior, tooling, or dependencies. Develop expertise across advertiser workflows and enforcement processes, synthesize ticket trends into actionable improvements, and translate frontline learnings into better help content, playbooks, routing, and self-serve. Partner cross-functionally and use AI-assisted workflows to drive operational excellence, including occasional on-call weekend support.

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FursaFursa
OpenAI
OpenAI
1 week ago

Senior Support Specialist, Ads

āœ“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Help build and scale advertiser support within Ads Safety Operations. Own complex advertiser cases from intake through resolution, investigating whether issues relate to ads policies, review outcomes, product behavior, tooling, or dependencies. Develop expertise across advertiser workflows and enforcement processes, synthesize ticket trends into actionable improvements, and translate frontline learnings into better help content, playbooks, routing, and self-serve. Partner cross-functionally and use AI-assisted workflows to drive operational excellence, including occasional on-call weekend support.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • ā€¢Own advertiser cases from initial intake through resolution, including complex or sensitive Ads Trust & Safety escalations; investigate underlying causes and drive clear next steps.
  • ā€¢Develop deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
  • ā€¢Build a view of advertiser friction by combining ticket themes, escalation patterns, quality findings, and service metrics to prioritize improvements and surface experience or safety gaps.
  • ā€¢Turn frontline learnings into improved help content, playbooks, routing/escalation criteria, knowledge management, and quality standards, including self-service opportunities.
  • ā€¢Partner with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to resolve recurring issues, surface advertiser feedback, and scale durable solutions.

Pay and Benefits

Salary: USD 189,000 - 280,000 annually
Equity and Bonus:Equity
Perks:Equity

Key Requirements

  • ā€¢6+ years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, or escalations, with ownership of high-impact customer or advertiser cases.
  • ā€¢Strong investigative judgment to translate ambiguous signals into policy support, operational gaps, product defects, and expected behavior.
  • ā€¢Ability to synthesize data trends, feedback, QA findings, and service metrics into clear priorities for system improvement with strong judgment and safeguards.
  • ā€¢Experience improving support processes, knowledge bases, escalation workflows, routing systems, or quality programs.
  • ā€¢Comfort using AI/emerging technologies (e.g., Codex, ChatGPT, OpenAI API) and/or code (e.g., Python) to automate repetitive tasks and integrate tools.
Experience:AdsTrust & SafetyCustomer supportUser operationsRisk operations
Skills:Investigative judgmentClear communicationEmpathetic communicationData synthesisProcess improvement
Tech Stack:CodexChatGPTOpenAI APIPython

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALLĀ·E) and AI infrastructure, providing APIs and consumer products to accelerate safe AGI for broad benefit.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Hectocorn (USD 100B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 4.4
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