Product Specialist, Product Support & Insights

Summary :

Meta is seeking a Product Specialist to join the Product Support & Insights team within Global Support Operations (GSO). GSO is comprised of multiple teams that focus on alpha / beta product testing, operational and technical support for business products, data management, and scaling the process of measuring outcomes from Meta’s business products. The GSO organization helps businesses through scaled service delivery & operations. We combine our expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of advertisers across dozens of complex products. Our unique view on both product and service allows us to partner with teams across Meta to drive our business forward by representing the view of the customer and combining quantitative with qualitative signals to drive product improvements and scale operations.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 support 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 :

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 advertiser experience on the platform

Monitor and analyze reports 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 business cases

Minimum Qualifications :

Minimum Qualifications :

Bachelor of Arts / Bachelor of Science degree with 4 years of relevant work experience

Experience in troubleshooting and resolving issues of clients on tech products and platforms

Experience clearly communicating issues and solutions with both technical and non-technical audiences

Analytical experience solving problems using data and providing practical business insights to technical and non-technical audiences

Experience working with cross functional teams such as Product and Engineering, preferably with global experience

Experience with data analysis leveraging SQL

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

Preferred Qualifications :

Preferred Qualifications :

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

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.

Salary : $136,000