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 a Senior 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.

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

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 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.

Requirements

• 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.