Senior Support Specialist, Ads
Own complex advertiser support cases for ads policies, reviews, enforcement, and product behavior while turning frontline insights into scalable processes and tooling. The role requires 6+ years in support, operations, Trust & Safety, or related work, plus strong investigation, cross-functional communication, and automation skills.
About the job
Responsibilities
- Own advertiser support cases from 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; communicate clear next steps and follow through.
- Develop expertise in advertiser workflows, advertising policies, enforcement processes, review systems, and support tooling.
- Analyze ticket themes, escalation patterns, quality findings, and service metrics to identify friction, emerging safety gaps, and improvement priorities.
- Convert frontline insights into help content, playbooks, escalation criteria, routing improvements, knowledge-management practices, quality standards, and self-service opportunities.
- Partner with Product, Policy, Engineering, Legal, Data Science, and Go-to-Market teams to resolve recurring issues and scale durable solutions.
- Improve operational efficiency through AI-assisted workflows and automation.
- Support readiness for new ad formats, features, and markets by anticipating advertiser questions and risks.
- Provide occasional holiday and weekend on-call coverage as needed.
Requirements
- 6+ years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, escalations, or a related field.
- Experience owning high-impact customer or advertiser cases.
- Strong investigative judgment and ability to distinguish policy issues, operational gaps, product defects, and expected behavior.
- Ability to synthesize data trends, feedback, quality-assurance findings, and service metrics into clear priorities.
- Experience improving support processes, knowledge bases, escalation workflows, routing systems, or quality programs.
- Comfort using AI technologies and/or code to automate repetitive tasks and integrate tools.
- Strong cross-functional communication, empathy, and ability to drive action without formal authority.
- Ability to work effectively in ambiguity, learn quickly, and manage competing priorities.
Nice-to-haves
- Familiarity with Codex, ChatGPT, the OpenAI API, or similar AI tools.
- Python experience.
- Understanding of advertiser workflows, advertising ecosystems, policy enforcement, account reviews, or ads safety operations.
Skills
Trust & Safety, Ads Operations, Escalation Management, Knowledge Management, Quality Assurance, Workflow Automation, Python, ChatGPT, OpenAI API, Data Analysis
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