Meta Ads SaaS Customer Success Specialist

Description

Meta's Ads Manager wasn't built for speed. Launching 100 ads natively takes about two hours. With Ads Uploader, it takes two minutes.

The company was built because its founder got sick of the same bottleneck every e-commerce brand runs into: creatives ready to go, and Meta making you upload them one painful click at a time. A year later, it's got close to 700 people paying to skip that pain, and more join every month.

Here's the honest bit: the founder runs this thing solo. AI handles the easy tickets and drafts the fixes, but AI doesn't know Meta ads, not really. Someone still has to look at a customer's problem and know if it's a two-minute fix or something bigger.

That's the job. Not writing code. Not learning ads from scratch. Actually knowing this stuff, and being sharp enough to work alongside AI instead of getting steamrolled by it.

Get it right, and this isn't just answering tickets, it's helping decide where the product goes next.### The Role

What you’ll own:

Customer Support* 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 what's 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 founder's 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 doesn't need niceties or small talk, just clear, efficient answers

Product & Feature Testing* 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

Ads Platform Expertise* 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 platform's 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

Who we’re looking for:* 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 shouldn't be intimidated by things like JSON or an ad's 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 AI's 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, we're 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

Remote-First, Flexible Work Model Global Visibility

Your Own South African Talent Partner Full-time South African Employment Contract

HR, Payroll & Taxes are taken care of!

Please be sure to read our Ts & Cs before submitting your application.### About Marketing Pros

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