Senior Support Specialist, Ads

Accountabilities

• • Own advertiser cases from intake through resolution, including complex or sensitive Ads Trust & Safety escalations, investigating whether issues originate from policy, review operations, product behavior, tooling, or other dependencies.
  • Develop deep expertise in advertiser workflows, advertising policies, enforcement processes, review systems, and support tools, using that knowledge to provide accurate and actionable guidance.
  • Analyze ticket themes, escalation patterns, quality findings, and service metrics to identify recurring friction, emerging risks, and opportunities to improve the advertiser experience.
  • Translate frontline insights into clearer help content, stronger support playbooks, improved routing and escalation criteria, enhanced knowledge management, quality standards, and self-service solutions.
  • Partner with Product, Policy, Engineering, Legal, Data Science, and Go-To-Market teams to resolve recurring problems, communicate advertiser feedback, and develop scalable solutions.
  • Drive operational improvements through AI-assisted workflows and automation that reduce manual effort, improve efficiency, and strengthen support quality.
  • Support launches of new advertising formats, features, and markets by anticipating advertiser needs and identifying potential support or safety risks in advance.
  • Provide occasional holiday and weekend on-call coverage when required to support customer and business needs.

  Requirements

  • 6+ years of experience in customer support, user operations, advertising operations, Trust & Safety, risk operations, escalations, or a related field, with demonstrated ownership of high-impact customer or advertiser cases.
  • Strong investigative and analytical judgment, with the ability to interpret ambiguous signals and distinguish between policy questions, operational gaps, product defects, tooling issues, and expected behavior.
  • Experience synthesizing data trends, customer feedback, quality findings, and service metrics into clear priorities and actionable system improvements while maintaining appropriate safeguards.
  • Proven ability to improve support processes, knowledge bases, escalation workflows, routing systems, quality programs, or similar operational frameworks.
  • Comfort using AI and emerging technologies such as ChatGPT, Codex, AI APIs, or comparable tools, as well as coding skills such as Python, to automate repetitive work and integrate support tools.
  • Strong communication, empathy, and relationship-building skills, with the ability to collaborate effectively across functions and influence outcomes without formal authority.
  • Ability to thrive in ambiguity, learn quickly, manage competing priorities, and maintain a humble, service-oriented approach in a fast-moving environment.
  • Familiarity with advertiser workflows, advertising ecosystems, policy enforcement, account reviews, or ads safety operations is highly valuable.

  Benefits

  • Annual base salary of CA$140,000–CA$188,000, with final compensation determined by factors such as location, knowledge, skills, and experience.
  • Generous equity and performance-related bonus opportunities for eligible employees.
  • Medical, dental, and vision insurance for employees and their families.
  • Paid parental leave of up to 24 weeks for birth parents and 20 weeks for non-birthing parents.
  • 20 days of paid time off accrued per calendar year.
  • 12+ paid company holidays, plus multiple coordinated company-wide paid closures for focus and recharge.
  • Paid sick time.
  • Remote work from Ontario.
  • Additional benefits and compensation details shared during the hiring process.