Remote Field Customer Service Technician servicing LayerZero’s power distribution equipment at customer sites across the US and Canada. Performing commissioning, troubleshooting, maintenance, and emergency response with required travel.
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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