# Senior Support Specialist, Ads

**Company:** [OpenAI](https://hotfix.jobs/companies/openai)
**Location:** San Francisco, CA, Ontario, Canada
**Role:** Support Engineering
**Salary:** CA$140k – CA$188k/yr
**Experience:** 6+ years
**Skills:** Ads Operations, Trust & Safety, Risk Operations, Case Management, Policy Enforcement, Knowledge Management, Workflow Automation, Python, ChatGPT, OpenAI API, Data Analysis, Quality Assurance, Escalation Management, Advertiser Support
**Posted:** 2026-08-27

> Own complex advertiser support cases involving ads policies, reviews, enforcement, and product behavior while turning frontline insights into scalable processes and safer ad experiences. The role requires 6+ years of relevant support or operations experience, strong investigation and communication skills, and comfort with AI-assisted automation.

## Job Description

## 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.

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