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.
Product Specialist - Product Support & Insights Responsibilities:
Leverage product expertise to investigate, triage and resolve issues within Meta's various ads and business products
Define processes to support front-line teams in complex investigations to improve business and seller experience on the platform
Monitor and analyze support escalations for feedback and bug-related trends
Separate business and seller confusion from bugs, advise the Product & Engineering teams, businesses and sellers on how to accomplish their desired outcome
Partner with Product, Engineering, Operations and additional teams to improve product quality and resources that help scale support & operations workflows
Apply expertise in quantitative analysis, data mining, and data visualization to tell the story behind the numbers and understand business and seller sentiment better
Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions
Minimum Qualifications:
BA/BS degree (quantitative disciplines such as math, statistics, computer science, information systems) with 5+ years of relevant work experience
Analytical experience solving problems using data and providing practical business insights
Experience resolving and communicating about issues with both technical and non-technical audiences
Experience with data analysis leveraging SQL
Experience working with cross functional teams such as Product and Engineering
Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment
Preferred Qualifications:
Experience working with or in support of diverse communities
Experience working with advertisers, agencies and other advertising partners, e-com sellers, influencers / creators or knowledge of the advertising, commerce and creator products
Global experience supporting cross functional teams
About Meta:
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.
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.
