Product Specialist for Meta ads ( Support role )

Meta is seeking a Product Specialist to join the Product Support & Insights (PSI) team within ISO (Integrity & Support Operations) Organisation. PTS (Product & Technical Support) is made up of multiple teams that focus on alpha and beta product testing, operational and technical support for business products, data management, and scaling the process of measuring outcomes from Meta's business products. PSI is part of the PTS team that helps businesses through scaled service delivery & operations. We combine experience in our products with operational and analytical skills to design and manage scalable processes that support millions of advertisers across dozens of complex products. Our unique view on both product and service allows us to partner with teams across Meta to drive our business forward by representing the view of the customer and combining quantitative with qualitative signals to drive product improvements and scale operations.The Product Support & Insights team focuses on scaled issue resolution for Meta's Ads, Business and Commerce products and advocates for the advertiser and Sales experience to improve quality of our products. We partner closely with our product, engineering and sales teams to give businesses and advertisers the best experience possible. We also rely on data and insights to work effectively with our Engineering and Product teams to build processes, techniques and tools and recommend improvements to reduce customer issues.

• Become a subject matter expert on Meta's Ads, Business, and Commerce products.
• Leverage technical skill set and product experience to resolve complex customer issues or triage them to the appropriate Engineering team.
• Continuously improve the end-to-end support funnel and the overall customer support experience by upskilling front-line agents and optimizing internal and external processes.
• Identifying opportunities to improve product usability issues and influence Product and Engineering teams to address them.
• Understand operational workflows, identify and define support tool needs to enable operational scaling and bring resolution closer to the customer
• Manage stakeholder expectations and communicate with internal teams and external customers to provide technical and business feedback as well as deliver technical solutions.

• 5+ years of relevant work experience in an operations, support, or product role within the ad-tech space .
• Experience in translating product and technical concepts to technical and non-technical audiences
• Experience in communication and presentation skills, influencing cross-functional partners and leadership.
• Experience with SQL and analytic dashboards to pull insights from data sets
• Experience working with cross functional teams such as Product and Engineering globally
• Basic understanding of web technologies (e.g., HTML, CSS, JavaScript, HTTP, etc.) and experience in technical troubleshooting
• Experience working in the advertising industry or related field

• Experience in investigating technical issues and provide workarounds/solutions
• Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment