Senior Advertiser Support Specialist - AI-Powered Trust & Safety

OpenAI; San Francisco (CA); On-site; USD 130,000 - 180,000; Full time

Job summary

OpenAI is seeking a Senior Advertiser Support Specialist within the Ads Safety Operations team in San Francisco to scale advertiser support. You will own complex advertiser cases, investigate policy and product issues, and collaborate with cross-functional partners to implement durable improvements.

You will leverage AI-powered workflows to reduce manual effort, define better guidance, and help advertisers operate safely at scale while maintaining OpenAI’s high standards for policy integrity and

Qualifications

• 6+ years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, escalations, or related field.
• Ownership of high-impact customer or advertiser cases.
• Ability to translate ambiguous signals into policy support and operational gaps.
• Experience improving support processes, knowledge bases, or escalation workflows.
• Comfort with AI and emerging technologies to automate repetitive tasks.

Responsibilities

• Own advertiser cases from intake through resolution, including high-impact Ad Trust & Safety escalations; investigate whether issues stem from policy, review operations, product behavior, tooling, or other dependencies; communicate next steps and follow through.
• Develop deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling.
• Build a detailed view of advertiser friction by analyzing ticket themes, escalation patterns, quality findings, and service metrics to prioritize improvements and identify gaps.
• Turn frontline learnings into clearer help content, stronger playbooks, better routing and escalation criteria, and self-service opportunities.
• Partner with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to surface advertiser feedback and scale durable solutions.
• Drive operational excellence through AI-assisted workflows and automation to reduce manual effort and elevate support quality.
• Support readiness for new ads formats, features, and markets by anticipating advertiser questions and identifying risks early.
• Providing occasional holiday and weekend on-call coverage as needed.

Skills

6+ yrs exp

Investigation & policy interpretation

Cross-functional collaboration

AI tooling familiarity

Escalations ownership

Tools

Python

OpenAI API

Codex

ChatGPT

Job description

OpenAI is seeking a Senior Advertiser Support Specialist within the Ads Safety Operations team in San Francisco to scale advertiser support. You will own complex advertiser cases, investigate policy and product issues, and collaborate with cross-functional partners to implement durable improvements.

You will leverage AI-powered workflows to reduce manual effort, define better guidance, and help advertisers operate safely at scale while maintaining OpenAI’s high standards for policy integrity and