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OpenAI's User Operations team is seeking a Senior Advertiser Support Specialist to help build and scale advertiser support within Ads Safety Operations. This role 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.
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. The role requires developing deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
A key responsibility is building 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 closely with Product, Engineering, Policy, Legal, Data Science, and Go To Market teams to resolve recurring issues, surface advertiser feedback, and scale durable solutions. The role emphasizes driving operational excellence through AI-assisted workflows and automation that reduce manual effort, improve team efficiency, and elevate support quality. You'll also support readiness for new ads formats, features, and markets by anticipating advertiser questions and identifying support risks early.
The ideal candidate has 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 should bring strong investigative judgment, ability to synthesize data trends and feedback into clear priorities, and comfort using AI and emerging technologies to automate tasks. Cross-functional collaboration, clear communication, and the ability to thrive in ambiguity are essential. Occasional holiday and weekend on-call support may be required.
