Support Specialist, Ads

OpenAI
Ontario
Workplace: RemoteFull timeCAD 140,000 - 188,000 annuallyFunction: Customer Support (Service Desk)Experience: 6+ yearsSkills: ["Investigative judgment","Clear communication","Empathetic support","Cross-functional collaboration","Prioritization"]

Own advertiser support cases in OpenAI’s Ads Safety Operations, handling complex and sensitive trust & safety escalations from intake to resolution. Investigate issues across policies, review operations, product behavior, tooling, and dependencies, and communicate clear next steps. Build deep expertise in advertiser workflows and enforcement processes, turn frontline learnings into better playbooks and routing, and partner cross-functionally to scale durable, AI-assisted support improvements.

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FursaFursa
OpenAI
OpenAI
1 day ago

Support Specialist, Ads

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own advertiser support cases in OpenAI’s Ads Safety Operations, handling complex and sensitive trust & safety escalations from intake to resolution. Investigate issues across policies, review operations, product behavior, tooling, and dependencies, and communicate clear next steps. Build deep expertise in advertiser workflows and enforcement processes, turn frontline learnings into better playbooks and routing, and partner cross-functionally to scale durable, AI-assisted support improvements.
Location: Ontario
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •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 other dependencies and drive them to resolution.
  • •Develop deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
  • •Combine ticket themes, escalation patterns, quality findings, and service metrics to prioritize improvements and identify experience or safety gaps.
  • •Turn frontline learnings into clearer help content, stronger playbooks, better routing/escalation criteria, improved knowledge management, and self-service opportunities.

Pay and Benefits

Salary: CAD 140,000 - 188,000 annually

Key Requirements

  • •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/advertiser cases.
  • •Strong investigative judgment 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 improvements while maintaining safeguards.
  • •Experience improving support processes, knowledge bases, escalation workflows, routing systems, or quality programs.
  • •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:6+ yearsCustomer supportUser operationsAds operationsTrust and safetyRisk operationsEscalations
Skills:Investigative judgmentClear communicationEmpathetic supportCross-functional collaborationPrioritization
Tech Stack:CodexChatGPTOpenAI APIPython

Company Brief

OpenAI
Develops and deploys advanced generative AI models (including ChatGPT and DALL·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
WebsiteLinkedInGlassdoor