Senior Support Specialist – Ads Safety

About the role

OpenAI’s User Operations team ensures an exceptional experience for advertisers. The Ads Safety Support team is seeking a Senior Support Specialist to own advertiser cases, investigate policy and product issues, and translate frontline insights into operational improvements.

Key responsibilities

• Own advertiser cases from intake through resolution, including complex Ads Trust & Safety escalations.
• Develop deep expertise in advertiser workflows, ads policies, enforcement processes, and support tooling.
• Analyze ticket themes, escalation patterns, and service metrics to prioritize improvements and identify emerging safety gaps.
• Turn frontline learnings into clearer help content, stronger playbooks, 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.

Required profile

• 6+ years of experience in customer support, ads operations, Trust & Safety, or related fields, with ownership of high‑impact advertiser cases.
• Strong investigative judgment to translate ambiguous signals into policy, operational, or product insights.
• Proven ability to synthesize data trends, feedback, and QA findings into clear priorities and system improvements.
• Comfortable using AI tools (e.g., Codex, ChatGPT, OpenAI API) and code (Python) to automate repetitive tasks.

Required skills

• Python programming
• OpenAI API
• Codex
• ChatGPT