Remote customer service representative supporting global brands for Teleperformance. Resolving customer and technical issues across Canadian provinces from home.
About the role
- Senior advertiser support specialist resolving complex ads policy and safety cases at OpenAI. Improving advertiser support through AI-assisted operations, automation, and cross-functional partnerships.
Responsibilities
- 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
- Communicate clear next steps and follow through to resolution
- Develop deep expertise across advertiser workflows, ads policies, enforcement processes, review systems, and support tooling
- Analyze ticket themes, escalation patterns, quality findings, and service metrics to identify advertiser friction and emerging experience or safety gaps
- Turn frontline learnings into clearer help content, stronger playbooks, 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 and scale durable solutions
- Drive operational excellence through AI-assisted workflows and automation
- Support readiness for new ad formats, features, and markets by anticipating advertiser questions and identifying support risks
- Provide occasional holiday and weekend on-call support as needed
Requirements
- 6+ years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, escalations, or a related field
- Experience owning high-impact customer or advertiser cases
- Strong investigative judgment
- Ability to translate ambiguous signals into policy support, operational gaps, product defects, and expected behavior
- Ability to synthesize data trends, feedback, QA findings, and service metrics into clear priorities and system improvements
- Experience improving support processes, knowledge bases, escalation workflows, routing systems, or quality programs
- Comfortable using AI and emerging technologies, such as Codex, ChatGPT, and the OpenAI API, and/or code such as Python to automate repetitive tasks and integrate tools
- Ability to build trust with cross-functional partners and communicate clearly and empathetically with advertisers and internal teams
- Ability to drive action without formal authority
- Ability to thrive in ambiguity, learn quickly, manage competing priorities, and maintain a service-oriented mindset
- Understanding of advertiser workflows, ads ecosystems, policy enforcement, account reviews, or ads safety operations
Benefits
- Medical, dental, and vision insurance for you and your family
- Paid parental leave: up to 24 weeks for birth parents and 20 weeks for non-birthing parents
- Paid time off: accrual of 20 days per calendar year
- 12+ paid company holidays
- Multiple paid coordinated company office closures throughout the year for focus and recharge
- Paid sick time
- Equity
- Performance-related bonus(es) for eligible employees
- Overtime pay for non-exempt roles, consistent with applicable laws
- Reasonable accommodations for applicants with disabilities
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