The opportunity
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.
What you'll do
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.
What they're looking for
- 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.
- 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
