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OpenAI's User Operations team is hiring a Senior Advertiser Support Specialist to build and scale advertiser support within Ads Safety Operations. You'll own 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.
In this role, you will own advertiser cases from initial intake through resolution, including complex or sensitive Ads Trust & Safety escalations. You'll investigate whether issues stem from policy, review operations, product behavior, tooling, or other dependencies, then communicate clear next steps and follow through. You'll develop deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
You'll 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. You'll turn frontline learnings into clearer help content, stronger playbooks, better routing and escalation criteria, improved knowledge management and quality standards, and self-service opportunities.
You'll partner with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to resolve recurring issues, surface advertiser feedback, and scale durable solutions. You'll drive operational excellence through AI-assisted workflows and automation that reduce manual effort, improve team efficiency, and elevate support quality. You'll support readiness for new ads formats, features, and markets by anticipating advertiser questions and identifying support risks early, and provide occasional holiday and weekend support on call coverage as needed.
You should 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. You bring strong investigative judgment and can translate ambiguous signals into policy support, operational gaps, product defects, and expected behavior. You can synthesize data trends, feedback, QA findings, and service metrics into clear priorities and system improvement while maintaining strong judgment and safeguards. You're comfortable using AI and emerging technologies to automate repetitive tasks and integrating tools, and you build trust with cross-functional partners while communicating clearly and empathetically.
