高级支持专员，广告
Senior Support Specialist, Ads
团队介绍
OpenAI的用户运营团队确保客户的体验始终卓越。我们解决复杂问题，提供指导，并帮助客户最大化使用我们的产品价值。
在用户运营团队中，广告安全运营部门帮助OpenAI以安全、可信和可持续的方式推动广告业务发展。广告安全支持团队隶属于广告安全运营部门，负责面向广告主的支持流程：帮助广告主了解广告产品、政策、审核和执行决定，同时将一线洞察转化为更好的指导、工具和产品体验。
职位介绍
我们正在寻找一位高级广告主支持专家，以帮助在广告安全运营中构建和扩展广告主支持体系。你将直接通过支持工单和升级处理与广告主互动，负责与广告政策、审核结果、产品行为和操作流程相关的高影响问题。许多案例将是新颖或模糊的，你需要仔细调查，清晰沟通，并在快速发展的产品环境中推动问题解决。
随着OpenAI广告生态系统的增长，你的工作将帮助广告主在大规模上成功运营，同时作为前线支持与负责产品质量、政策完整性和平台安全的团队之间的关键桥梁。除了处理个别案例外，你还将定义在AI原生环境中的世界级支持是什么样子。你将把支持互动转化为运营智能，识别重复性摩擦、指导缺失和新兴问题，以提升大规模支持能力，并保护OpenAI广告生态的质量和安全。你将与工程、产品、政策、法律和市场推广合作伙伴紧密合作，改进系统，减少错误，并提升客户体验，同时利用自动化、代理和我们自己的AI技术，变革大规模支持的运作方式。
在此职位中，你将：
- 从初始受理到解决，全程负责广告主案件，包括复杂的或敏感的广告信任与安全升级；调查问题是否源于政策、审核操作、产品行为、工具或其他依赖项，然后传达明确的下一步行动并跟进解决。
- 在广告主工作流程、广告政策、执行流程、审核系统和支持工具方面建立深入的专业知识。
查看英文原文
About the Team
OpenAI’s User Operations team ensures that our customers’ experience is nothing short of exceptional. We resolve complex issues, provide guidance, and support customers in maximizing value with our products.
Within User Operations, Ads Safety Operations helps OpenAI grow advertising in a way that is safe, trusted, and sustainable for advertisers, users and the business. The Ads Safety Support team sits within Ads Safety Operations and 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.
About the Role
We’re looking for a Senior Advertiser Support Specialist to help build and scale advertiser support within Ads Safety Operations. You’ll work directly with advertisers through support tickets, escalations, owning high-impact questions related to ads policies, review outcomes, product behavior, and operational processes. Many cases will be novel or ambiguous, and you’ll be expected to investigate carefully, communicate clearly, and drive them to resolution in a fast-moving product environment.
As OpenAI’s advertising ecosystem grows, your work will help advertisers operate successfully at scale while serving as a critical bridge between frontline support and the teams responsible for product quality, policy integrity, and platform safety. Beyond resolving individual cases, you’ll help define what world-class support looks like in an AI-native environment. You’ll turn support interactions into operational intelligence, identifying recurring friction, gaps in guidance, and emerging issues to improve support at scale, and protect the quality and safety of OpenAI’s ad ecosystem. You’ll partner closely with Engineering, Product, Policy, Legal and Go To Market partners to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates at scale.
In this role, you will:
- Own advertiser cases from initial intake through resolution, including complex or sensitive Ads Trust & Safety escalations; investigate whether issues stem from policy, review operations, product behavior, tooling, or another dependency, then communicate clear 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 combining ticket themes, escalation patterns, quality findings, and service metrics to prioritize improvements and identify emerging experience or safety gaps.
- Turn frontline learnings into clearer help content, stronger playbooks, better routing and escalation criteria, improved knowledge management and quality standards, and self-service opportunities.
- Partner with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to resolve recurring issues, surface advertiser feedback, and scale durable solutions.
- Drive operational excellence through AI-assisted workflows and automation that reduce manual effort, improve team efficiency, and elevate support quality.
- Support readiness for new ads formats, features, and markets by anticipating advertiser questions and identifying support risks early.
- Providing occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.
You might thrive in this role if you:
- 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.
- Bring strong investigative judgment and can translate ambiguous signals into policy support, operational gaps, product defects, and expected behavior
- Can synthesize data trends, feedback, QA findings, and service metrics into clear priorities and system improvement while maintaining strong judgment and safeguards
- Have improved support processes, knowledge bases, escalation workflows, routing systems, or quality programs.
- Are comfortable using AI and emerging technologies (i.e. Codex, ChatGPT, OpenAI API, etc.) and/or code (e.g. Python) to automate repetitive tasks and integrating tools
- Build trust with cross-functional partners, communicate clearly and empathetically with advertisers and internal teams, and drive action without formal authority.
- Thrive in ambiguity, learn quickly, manage competing priorities, and bring a humble, service-oriented mindset.
- Bonus: Understand advertiser workflows, ads ecosystems, policy enforcement, account reviews, or ads safety operations.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement https://cdn.openai.com/policies/eeo-policy-statement.pdf.
Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA. No response will be provided to inquiries unrelated to job posting compliance.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241.
OpenAI Global Applicant Privacy Policy https://cdn.openai.com/policies/global-employee-and-contractor-privacy-policy.pdf
At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.