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Summary:

The Product Support & Insights team focuses on scaled issue resolution for Meta's Ads, Business and Commerce products and advocates for the advertiser and Sales experience to improve quality of our products. We partner closely with our product, engineering and sales teams to give businesses and advertisers the best experience possible. We also rely on data and insights to work effectively with our Engineering and Product teams to build processes, techniques and tools and recommend improvements to reduce customer issues.

Required Skills:

Product Specialist – Product Support & Insights Responsibilities:

1. Leverage product expertise to investigate, triage and resolve issues within Meta’s various ads and business products

2. Define processes to support front-line teams in complex investigations to improve business and seller experience on the platform

3. Monitor and analyze support escalations for feedback and bug-related trends

4. Separate business and seller confusion from bugs, advise the Product & Engineering teams, businesses and sellers on how to accomplish their desired outcome

5. Partner with Product, Engineering, Operations and additional teams to improve product quality and resources that help scale support & operations workflows

6. Apply expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand business and seller sentiment better

7. Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions

Minimum Qualifications:

Minimum Qualifications:

8. BA/BS degree (quantitative disciplines such as math, statistics, computer science, information systems) with 5+ years of relevant work experience

9. Analytical experience solving problems using data and providing practical business insights

10. Experience resolving and communicating about issues with both technical and non-technical audiences

11. Experience with data analysis leveraging SQL

12. Experience working with cross functional teams such as Product and Engineering

13. Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment

Preferred Qualifications:

Preferred Qualifications:

14. Experience working with or in support of diverse communities

15. Experience working with advertisers, agencies and other advertising partners, e-com sellers, influencers / creators or knowledge of the advertising, commerce and creator products

16. Global experience supporting cross functional teams

Public Compensation:

$97,000/year to $136,000/year + bonus + equity + benefits

Industry: Internet

Equal Opportunity:

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon 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 also 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 in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.