Meta Ads SaaS Customer Success Specialist

Department: Product

Employment Type: Full Time

Location: Remote, South Africa, Remote

The Role

• Handle escalated customer support tickets. The founder currently manages three to four a day personally; the existing support bot resolves the simple ones, so this role picks up whats left
• Review AI-drafted responses and GitHub pull requests, using ads-platform context to judge whether a fix is straightforward or actually a product decision that needs the founders sign-off
• Provide informed, contextual answers to customer questions about Meta ads setup, rather than passing along automated responses unfiltered
• Communicate directly and matter-of-factly over Intercom and email. The founder is explicit this role doesnt need niceties or small talk, just clear, efficient answers

• Replicate customer scenarios directly in Meta Ads Manager to test new features and confirm the app is building ads correctly (targeting, attribution, ad set toggles, and similar settings)
• Help the founder decide whether a recurring issue needs a real product fix or is fine as a one-off patch — the core judgment call behind the testing work
• Support the founder in testing new releases before they ship

• Has personally built and configured live Meta ad campaigns (not just directed others who did), so ad set structure, targeting, and attribution settings are second nature; agency, in-house e-commerce, or their own project all count. TikTok or Google ads experience is a plus, since multi-platform expansion is a direction the business may take
• Specifically: someone who has been in the weeds actually uploading ads and hitting the platforms real problems, not someone whose agency background was mostly reporting and client account management
• Maintain an active personal Facebook Ads account in good standing, required to be added into customer ad accounts for testing and troubleshooting

The Person

• Has personally built and configured live Meta ad campaigns hands-on, not just directed others who did; agency, in-house e-commerce, or their own project all count; comfort with additional platforms (TikTok, Google) is a plus
• Comfortable navigating GitHub and working alongside a technical, AI-heavy workflow; does not need to write code, but shouldnt be intimidated by things like JSON or an ads underlying parameters
• Real logic and pattern-recognition ability: can read a simplified AI explanation, understand it, and know what to ask next, rather than just relaying the AIs answer unfiltered
• Direct, matter-of-fact communicator, comfortable with Intercom and email; no need for polish or small talk, and prior formal customer support experience is not required
• Genuinely motivated to move into tech and AI, not treating this as a lateral move, were hiring for that motivation as much as the skill itself
• Genuinely comfortable working with AI tools day to day: this is an AI-first operation

Benefits Through Marketing Pros