Are you a Meta Ads wizard who thrives on solving complex B2B SaaS challenges? Koast.ai—the AI operating layer powering high-volume Meta ad accounts—is hiring a remote Head of Technical Support. Reporting directly to the CEO, you’ll serve as the critical bridge between performance media buyers and engineering!
Role Overview
When an ad platform breaks, it isn't just a support ticket—it’s lost revenue for media buyers. In this high-impact, early-stage role, you won't just close tickets; you’ll build Koast’s entire support, QA, and retention engine from scratch.
- High-Touch Onboarding: Guide enterprise clients through setup—connecting ad accounts, attribution tools (Hyros, Cometly), and launching their first campaigns.
- Bridge to Engineering: Own the Intercom queue, read API logs, reproduce issues on live accounts, and write crystal-clear bug reports in Shortcut.
- QA & Release Ownership: Test every release candidate against real ad structures in Ads Manager before code hits production.
- System Health & Retention: Proactively monitor Sentry and PostHog to spot API errors, flag churn risks, and protect customer health.
What Sets You Apart
- Hands-On Meta Ads Expertise (Required): You know Ads Manager inside out, understand Advantage+, pixel/CAPI setups, and can decode Meta API errors instantly.
- 3+ Years B2B SaaS Support: You’ve previously managed technical support queues and earned the trust of software engineers.
- QA & Technical Skill: Comfortable reading logs, running release checks, and testing integrations without needing to write code.
- US Business Hours: Available full-time to support fast-paced US ad teams.
Why Join Koast?
- First-10 Employee Impact: Shape the playbook, culture, and standard of a bootstrapped, profitable startup.
- Great Compensation: Competitive base salary, performance bonuses tied to retention metrics, and paid time off.
- 100% Remote Freedom: Work from anywhere during US business hours.
How to Apply
Ditch the cover letter! Record a quick Loom video (under 5 minutes) covering your Meta ads background, a sample bug report experience, a tough customer scenario, and your take on multi-account scaling challenges. Send your Loom link and LinkedIn/resume to jobs@koast.ai with the subject line "Retention is king".