Senior Support Specialist, Ads

Responsibilities

• Own advertiser support cases from intake through resolution, including complex or sensitive Ads Trust & Safety escalations.
• Investigate whether issues arise from policy, review operations, product behavior, tooling, or other dependencies; communicate clear next steps and follow through.
• Develop expertise in advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
• Analyze ticket themes, escalation patterns, quality findings, and service metrics to identify advertiser friction, emerging issues, and safety gaps.
• Convert frontline insights into help content, playbooks, routing and escalation criteria, knowledge-management improvements, 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.
• Drive operational excellence through AI-assisted workflows and automation.
• Support readiness for new ad formats, features, and markets.
• 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 improvement priorities.
• Experience improving support processes, knowledge bases, escalation workflows, routing systems, or quality programs.
• Comfort using AI and emerging technologies or code to automate repetitive tasks and integrate tools.
• Clear, empathetic communication and ability to drive action without formal authority.
• Ability to thrive in ambiguity, learn quickly, and manage competing priorities.
• Understanding of advertiser workflows, ad ecosystems, policy enforcement, account reviews, or ads safety operations.

Nice-to-haves

• Experience with Codex, ChatGPT, OpenAI API, or Python.
• Experience supporting new advertising formats, features, or markets.