Senior Support Specialist, Ads

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage advertiser cases from initial intake to resolution, addressing complex or sensitive Ads Trust & Safety escalations.

• Assess whether issues arise from policy, review operations, product behavior, tooling, or other dependencies.

• Clearly communicate subsequent steps and ensure follow-through to resolution.

• Acquire in-depth knowledge of advertiser workflows, ads policies, enforcement procedures, review systems, and support tools.

• Examine ticket themes, escalation trends, quality assessments, and service metrics to pinpoint advertiser challenges and emerging experience or safety gaps.

• Transform frontline insights into clearer help content, enhanced playbooks, routing and escalation criteria, better knowledge management and quality standards, and self-service opportunities.

• Collaborate with Product, Policy, Engineering, Legal, Data Science, and Go To Market teams to resolve recurring issues and implement sustainable solutions.

• Promote operational excellence through AI-assisted workflows and automation.

• Prepare for new ad formats, features, and markets by anticipating advertiser inquiries and identifying support risks.

• Provide occasional holiday and weekend on-call support as necessary.

⛳️ Requirements

• Over 6 years of experience in customer support, user operations, ads operations, Trust & Safety, risk operations, escalations, or a related domain.

• Proven experience managing high-impact customer or advertiser cases.

• Strong investigative judgment.

• Capacity to interpret ambiguous signals into policy support, operational gaps, product defects, and expected behaviors.

• Ability to distill data trends, feedback, QA findings, and service metrics into clear priorities and system enhancements.

• Experience in refining support processes, knowledge bases, escalation workflows, routing systems, or quality initiatives.

• Proficient in utilizing AI and emerging technologies, such as Codex, ChatGPT, and the OpenAI API, and/or programming languages like Python to automate repetitive tasks and streamline tool integration.

• Skills to build trust with cross-functional partners and communicate clearly and empathetically with both advertisers and internal teams.

• Capability to drive initiatives without formal authority.

• Ability to excel in ambiguous situations, learn swiftly, manage competing priorities, and maintain a service-oriented approach.

• Familiarity with 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, in accordance with applicable laws.

• Reasonable accommodations for applicants with disabilities.