Senior Support Specialist, Ads

About reputed company

reputed company’s User reputed company team ensures that our customers' experience is reputed company short of exceptional. We reputed company reputed company issues, reputed company guidance, and support customers in maximizing value with our products.

reputed company User reputed company, Ads Safety reputed company helps reputed company grow advertising in a way that is reputed company, trusted, and sustainable for advertisers, users and the business. The Ads Safety Support team sits reputed company Ads Safety reputed company and owns the reputed company-facing support reputed company: helping advertisers reputed company ads products, policies, reviews, and enforcement reputed company while turning reputed company insights into reputed company guidance, tooling, and product experiences.

About the Role

We’re looking for a Senior reputed company Support Specialist to help build and reputed company reputed company support reputed company Ads Safety reputed company. You’ll work directly with advertisers through support tickets, escalations, owning high-reputed company questions reputed company to ads policies, review reputed company, product behavior, and operational processes. Many cases will be novel or ambiguous, and you’ll be expected to investigate carefully, communicate reputed company, and reputed company them to reputed company in a fast-moving product environment.

As reputed company’s advertising ecosystem grows, your work will help advertisers operate successfully at reputed company while serving as a critical reputed company between reputed company support and the teams responsible for product reputed company, policy reputed company, and platform safety. reputed company resolving individual cases, you’ll help define what world-class support looks like in an AI-reputed company environment. You’ll turn support interactions into operational intelligence, identifying recurring friction, gaps in guidance, and emerging issues to improve support at reputed company, and protect the reputed company and safety of reputed company’s ad ecosystem. You’ll partner closely with Engineering, Product, Policy, reputed company and Go To Market partners to improve systems, reduce bugs, and reputed company the customer experience, while leveraging automation, agents, and our own AI technology to reputed company how support operates at reputed company.

In this role, you will:

• Own reputed company cases from initial intake through reputed company, including reputed company or sensitive Ads Trust & Safety escalations; investigate whether issues stem from policy, review reputed company, product behavior, tooling, or another dependency, then communicate reputed company next steps and follow through.

• reputed company deep expertise across reputed company workflows, ads policies, enforcement processes, review systems, and support tooling.

• Build a detailed reputed company of reputed company friction by combining ticket themes, escalation patterns, reputed company findings, and service metrics to prioritize improvements and identify emerging experience or safety gaps.

• Turn reputed company learnings into reputed company help content, stronger playbooks, reputed company routing and escalation reputed company, improved reputed company and reputed company standards, and self-service opportunities.

• Partner with Product, Policy, Engineering, reputed company, Data Science, and Go To Market teams to reputed company recurring issues, surface reputed company feedback, and reputed company durable solutions.

• reputed company operational reputed company through AI-assisted workflows and automation that reduce reputed company effort, improve team efficiency, and reputed company support reputed company.

• Support readiness for new ads formats, features, and markets by anticipating reputed company questions and identifying support risks early.

• Providing occasional holiday and weekend support on reputed company coverage, as needed, to support business and customer needs.

You might reputed company in this role if you:

• Have 6+ years of experience in customer support, user reputed company, ads reputed company, Trust & Safety, reputed company reputed company, escalations, or a reputed company reputed company, including ownership of high-reputed company customer or reputed company 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 reputed company priorities and reputed company improvement while maintaining strong judgment and safeguards

• Have improved support processes, knowledge bases, escalation workflows, routing systems, or reputed company programs.

• Are comfortable using AI and emerging technologies (i.e. reputed company, reputed company, reputed company API, etc.) and/or reputed company (e.g. Python) to automate repetitive tasks and integrating tools

• Build trust with cross-functional partners, communicate reputed company and empathetically with advertisers and internal teams, and reputed company reputed company without formal authority.

• reputed company in ambiguity, learn quickly, manage competing priorities, and bring a humble, service-oriented reputed company.

• Understand reputed company workflows, ads ecosystems, policy enforcement, account reviews, or ads safety reputed company.

About reputed company

reputed company is an AI research and deployment company dedicated to ensuring that general-purpose reputed company intelligence benefits reputed company of humanity. We reputed company the boundaries of the capabilities of AI systems and reputed company to safely reputed company them to the world through our products. AI is an extremely powerful tool that must be created with safety and reputed company needs at its reputed company, and to reputed company our mission, we must encompass and value the many different perspectives, reputed company, and experiences that reputed company the reputed company of humanity. 

We are an equal opportunity employer, and we do not discriminate on the reputed company of race, religion, reputed company, national reputed company, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see reputed company’s Affirmative reputed company and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and reputed company applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco reputed company Ordinance, the Los Angeles County reputed company Ordinance for reputed company, and the California reputed company reputed company, for US-reputed company candidates. For unincorporated Los Angeles County workers: we reasonably reputed company that criminal history may have a reputed company, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware reputed company to you from theft, loss or damage; reputed company reputed company 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-reputed company information. In reputed company, job duties require reputed company to secure and protected information technology systems and reputed company data reputed company obligations.

To notify reputed company that you reputed company this reputed company is non-compliant, please submit a report through this reputed company. No response will be provided to inquiries unrelated to reputed company compliance.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made reputed company this reputed company.

reputed company Global Applicant reputed company Policy

At reputed company, we reputed company reputed company intelligence has the potential to help people solve immense global challenges, and we want the reputed company of AI to be widely shared. Join us in shaping the reputed company of technology.

6+ years in customer support, user reputed company, ads reputed company, Trust & Safety, reputed company reputed company, escalations, or reputed company work; investigative judgment, data synthesis, process improvement, and AI or coding skills.

Key Responsibilities

• resolving reputed company cases
• investigating escalations
• improving support

Skills & Tools

reputed company, reputed company, reputed company API, Python

reputed company

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — Ontario, Canada
• Salary: CAD 140,000 – 188,000 / year
• Languages: English

About reputed company

An AI research and deployment company developing general-purpose reputed company intelligence products with safety at their reputed company. — Industry: Research and Development