Senior Support Specialist, Ads

📋 Description

• Own advertiser cases from intake through resolution, including complex or sensitive Ads Trust &
• Develop deep expertise in advertiser workflows, policies, enforcement, and support tools.
• Analyze ticket themes, quality findings, and service metrics to identify improvements.
• Translate frontline insights into better help content, playbooks, and self-service solutions.
• Partner with Product, Policy, Engineering, Legal, Data Science, and GTM teams to resolve issues.
• Drive operational improvements through AI-assisted workflows and automation.

🎯 Requirements

• 6+ years in customer support, advertiser operations, Trust & Safety, or related field.
• Strong investigative/analytical judgment; interpret policy vs. operational gaps.
• Experience turning data trends into actionable system improvements.
• Proven ability to improve support processes and knowledge bases.
• Comfort with AI tools (e.g., ChatGPT, Codex, AI APIs) and Python for automation.
• Strong communication and collaboration across functions in a fast-moving environment.

🎁 Benefits

• Annual base salary CA$140,000–CA$188,000, final comp location/experience dependent.
• Generous equity and performance-related bonuses.
• Medical, dental, vision insurance for employees and families.
• Paid parental leave up to 24 weeks (birth parents) or 20 weeks (non-birth parents).
• 20 days of paid time off per year; 12+ paid company holidays and closures.
• Remote work from Ontario; paid sick time; additional benefits discussed during hiring.