Meta · 1 day ago
Product Specialist, Business Customer Support
Menlo Park, CA
Full-time
Onsite
Entry, Mid Level
$99K/yr - $144K/yr
2+ years expMeta is seeking a Product Specialist to help deliver and improve the support businesses get around the world. The role involves leveraging product expertise and operational skills to enhance customer support experiences and drive product improvements.
Computer Software
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
Qualification
Required
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
Preferred
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
Benefits
Bonus
Equity
Benefits
Company
Meta
Meta's mission is to build the future of human connection and the technology that makes it possible.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Kathryn Glickman
Director, CEO Communications
Christine Lu
CTO Business Engineering NA
Recent News
Crunchbase News
2025-11-17
2025-11-16
Company data provided by crunchbase