Product Support Consultant

Summary: Meta is thrilled to invite a dynamic Product Support Consultant to enhance our global business support services. In this role, you'll be part of a diverse team committed to helping businesses prosper by creating exceptional support experiences and ensuring quick resolutions. As a Product Support Consultant, you will combine your in-depth understanding of our products with operational and analytical skills to design scalable processes that serve millions of businesses relying on our comprehensive product suite. Your unique insights into both product and service will foster collaboration within various teams at Meta, driving our business forward by advocating for the customer perspective and integrating both quantitative and qualitative data to guide product improvements and operational efficiency. Key Responsibilities: • Become a subject matter expert on Meta's Ads and Business products to deliver exemplary support. • Identify customer challenges through hands-on operational experience and work with product teams to apply effective solutions. • Utilize your technical skills and product expertise to address complex customer issues or escalate them to the appropriate engineering teams. • Continuously improve the overall customer support experience by training frontline agents, refining inputs for AI systems, and optimizing internal and external processes. • Enhance AI support systems by providing resolution pathways and valuable feedback for ongoing improvement. • Determine the requirements for support tools to promote operational scalability and enhance customer resolution capabilities. • Effectively manage communication with stakeholders, offering technical and business insights to internal teams and external customers. Minimum Qualifications: • Currently pursuing or in the process of obtaining a Bachelor's degree in a relevant field, or possess equivalent hands-on experience. Your degree must be completed prior to joining Meta. • At least 2 years of relevant experience in operations, support, or a product role within a technical customer service setting. • Proven ability to communicate product and technical concepts clearly to both technical and non-technical audiences. • Demonstrated experience in developing recommendations to enhance business operations and successfully influencing cross-functional stakeholders. • Familiarity with basic SQL and AI tools for data extraction and generating insights. • Experience using AI-based tools to optimize efficiency and improve work effectiveness. • Experience collaborating with technical teams including engineers and product managers. • Fundamental understanding of web technologies (e.g., HTML, CSS, JavaScript, HTTP) and experience in technical troubleshooting. Preferred Qualifications: • Experience in designing and developing tools aimed at enhancing work efficiency and effectiveness. • Proven ability to navigate complex, cross-functional situations in a fast-paced and dynamic environment. • Background in investigating technical issues and providing effective workarounds and solutions. • Experience in the advertising industry or a related field is a plus. Public Compensation: $99,000/year to $144,000/year + bonus + equity + benefits Industry: Internet Equal Opportunity: Meta is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We consider qualified applicants with criminal histories consistent with applicable federal, state, and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment. Meta is committed to providing reasonable accommodations for candidates with disabilities throughout our recruiting process. If you need any assistance or accommodations due to a disability, please reach out at accommodations-ext@fb.com.