Media Buyer Support Specialist (Meta Ads & Shopify)

To prioritize your application, please complete this form: https://binary.so/XGEbxp9

We're Hiring: Media Buyer Support Specialist (Meta Ads & Shopify)

Location: Remote

Schedule: Full-Time | 9 AM–5/6 PM Eastern | U.S. Eastern/Central Time overlap

Tech Stack: Intercom, Shopify Admin, Browser DevTools, Google Tag Manager, Slack, Notion/GitBook, Excel/Google Sheets, facebook ads manager, facebook events manager

About Upstack Data

Upstack Data is a Miami-based SaaS building marketing automation for Shopify merchants. Our flagship product, Signal , replaces broken browser-based pixels with reliable first-party server-side events to Meta, TikTok, and other ad platforms. We're a lean, AI-first team running offshore-first - most of our engineering, GTM, and operations roles are filled with PH talent.

About This Role

We're looking for someone with hands-on Meta Ads and Shopify experience to help our customers troubleshoot tracking, attribution, and marketing data issues.

This role is especially suited for media buyers, paid social specialists, performance marketers, and agency professionals who want to move into a customer-facing support role.

You'll own customer onboarding, support, and ongoing success while troubleshooting issues across Shopify, Meta Ads, tracking, attribution, and Upstack. You'll work closely with customers, Product, and Engineering to resolve problems, improve the customer experience, and identify recurring issues.

What You'll Do

Customer Success & Onboarding

• Own end-to-end onboarding and training for new customers
• Help customers understand their tracking, attribution, and marketing data
• Run recurring check-ins with key customers to review adoption, surface issues, and improve outcomes
• Build strong customer relationships and become a trusted point of contact
• Partner with Sales on customer handoffs, retention, and expansion opportunities

Technical Support & Troubleshooting

• Own the support queue through Intercom, email, and chat
• Handle everything from product questions and onboarding requests to complex technical investigations
• Troubleshoot issues involving Shopify, Meta Ads, tracking, attribution, and other marketing platforms
• Investigate customer accounts, Shopify configurations, tracking implementations, and data discrepancies
• Use Browser Developer Tools to inspect events, cookies, network requests, and client-side behavior
• Trace issues from on-site event capture through server-side processing and attribution
• Determine whether issues are caused by configuration, implementation, expected behavior, or product bugs
• Reproduce issues and work with Engineering when escalation is required

Documentation & Product Feedback

• Build and maintain customer-facing help articles, setup guides, troubleshooting resources, and FAQs
• Turn recurring customer questions into self-service resources and internal troubleshooting playbooks
• Identify recurring customer issues and share actionable feedback with Product and Engineering
• Help improve onboarding, support workflows, and the overall customer experience

Requirements

Must-haves

• 2+ years of hands-on Meta/Facebook Ads experience
• 2+ years of hands-on Shopify experience
• 2+ years working with DTC/e-commerce brands
• Strong understanding of ROAS, CPA, CTR, conversions, attribution, etc.
• Experience troubleshooting marketing/tracking issues
• Experience working directly with customers, clients, or brands
• Comfortable with Browser DevTools
• Basic HTML/JavaScript understanding
• C1 English
• Comfortable using AI tools

Strongly Preferred

• Meta Ads agency experience
• Media buying experience
• Paid social experience
• Managing multiple client accounts
• Google Ads/Klaviyo/TikTok
• GTM/CAPI/server-side tracking
• Customer Success/Support experience

To prioritize your application, please complete this form: https://binary.so/XGEbxp9

What Success Looks Like

First 30 Days

• Understand the Upstack platform, core features, and common customer use cases
• Become familiar with common Shopify, Meta Ads, tracking, and attribution issues
• Shadow customer onboarding and support interactions
• Begin independently handling straightforward customer issues
• Set up and troubleshoot tracking on a test Shopify store

First 90 Days

• Independently handle the majority of the support queue
• Own onboarding and training for new customers
• Handle increasingly complex Shopify, tracking, and attribution issues
• Publish an initial set of customer-facing documentation
• Develop troubleshooting workflows for common issue categories

First 6 Months

• Own day-to-day customer support and success with minimal Engineering escalation
• Proactively manage customer adoption and retention
• Run recurring meetings with key accounts
• Maintain a useful self-service documentation system
• Identify recurring customer issues and provide actionable feedback to Product and Engineering

What We Offer

🌎 100% remote

🏖️ 10 days PTO + US holidays

❤️🩹 Monthly healthcare allowance

🔌 $50–$100/month equipment & connectivity stipend (as needed)

📈 Real career growth as Upstack scales

Your Application Roadmap

You've applied - awesome! Here's what happens next:

Step 1: Application Review

Our team will review your experience, skills, and qualifications to see if there's a strong match for the role.

Step 2: Initial Interview

If your background aligns with what we're looking for, we'll invite you to a conversation with our recruiting team. This is our chance to learn more about you - and your chance to learn more about us.

Step 3: Online Assessment

Depending on the role, you may be asked to complete a short skills assessment so you can showcase what you do best.

Step 4: Final/Client Interview

Top candidates will move forward to meet with the hiring manager or client team. Bring your experience, your wins, and your personality - we want to get to know the real you.

Step 5: Job Offer

If it's a great match on both sides, we'll present your offer and get you ready for an exciting new chapter.

Not selected for this role? No worries. Strong candidates may be considered for future opportunities that better match their skills and experience. We appreciate every application and can't wait to meet talented professionals like you!