Product Specialist, Business Customer Support

Meta is seeking a Product Specialist to help deliver and improve the support businesses get around the world. The product specialist will sit in an organization made up of multiple teams that empower businesses to succeed by delivering support experiences, providing timely resolutions, and making it easier to use our products.Product specialists combine experience in our products with operational and analytical skills to design and manage scalable processes that support millions of businesses 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.

Product Specialist, Business Customer Support Responsibilities:

• Become a subject matter expert in a domain of Meta's Ads and Business products
• Become familiar with customer pain points through operational work and leverage those pain points to drive improvements by product teams and through support processes
• Leverage a 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, improving inputs for AI agents, and optimizing internal and external processes
• Train AI agents to resolve support tickets by providing resolution paths and accurate feedback
• Identify and define support tooling needs to enable operational scaling and shift resolution closer to the customer
• Manage stakeholder expectations and communicate with internal teams and external customers to provide technical and business feedback

• Currently has, or is in the process of obtaining a Bachelor's degree in a directly related field, or equivalent practical experience. Degree must be completed prior to joining Meta
• 2+ years of relevant work experience in an operations, support, or product role within a technical space focused on customer service
• Experience in translating product and technical concepts to technical and non-technical audiences
• Experience developing recommendations to improve a business's operations and influencing cross-functional partners
• Experience using basic SQL and AI-based tools to pull data and generate data-driven insights
• Experience using AI-based tools to improve efficiency and effectiveness of your work or scaled processes
• Experience working with technical teams responsible for engineering products (e.g. engineers, product managers)
• Basic understanding of web technologies (e.g., HTML, CSS, JavaScript, HTTP, etc.) and experience in technical troubleshooting

• Experience prototyping and developing tools to improve job efficiency and effectiveness
• Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment
• Experience in investigating technical issues and providing workarounds/solutions
• Experience working in the advertising industry or related field