Media Buying Support Specialist (Facebook Ads)

Role Overview: At Madgicx, you will be part of a global SaaS company that specializes in building an AI-powered marketing and advertising platform. As a media buyer, your role will involve leveraging your in-depth knowledge of Facebook Ads to analyze account setups, troubleshoot issues, and provide valuable insights to advertisers. This is not just a typical chat support position; your expertise in Facebook Ads will be crucial in assisting users with their ad-related questions and ensuring they effectively utilize the product. Your responsibilities will include supporting users via live chat, investigating account structures and campaign performance, explaining complex advertising concepts, and collaborating with the team to enhance the product. Key Responsibilities: - Support users through live chat by addressing Facebook Ad Account-related inquiries, assisting with platform usage, and troubleshooting issues - Analyze and resolve issues related to Facebook Ad Account structures, campaign setup and performance, account audits, and common ad-related problems - Communicate complex advertising concepts to customers in a clear and friendly manner - Manage support tickets, update users on progress, and escalate complex cases to technical or billing teams as necessary - Participate in brief calls with users to clarify issues - Provide feedback and insights on recurring customer issues to contribute to product enhancement Qualifications Required: - Hands-on experience with Facebook Ads/media buying, including campaign setup, ad accounts, audits, troubleshooting, and understanding platform functionality - Proficiency in written English (Upper-Intermediate or higher) - Effective communication skills and ability to interact calmly with customers - Analytical mindset and willingness to investigate issues thoroughly rather than relying on templates - Strong sense of ownership and responsibility towards user requests - Detail-oriented with structured thinking - Willingness to work in a customer-facing role and assist users in achieving success - Availability to work according to the required schedule, as most customers are based in the USA Additional Details: Madgicx is a fully remote, international team that values ownership, collaboration, and delivering exceptional customer experiences. As a member of the team, you will have the opportunity to work with real advertising cases, deepen your expertise in Facebook Ads and AdTech, and directly contribute to customer success and product enhancements. This role is ideal for media buyers looking to expand their expertise beyond individual campaigns and work with diverse advertising volumes in a real AdTech product environment. Working at Madgicx offers numerous benefits, including full-time remote work, a flexible working schedule with rotating shifts, unlimited paid vacation and sick leave, as well as professional development opportunities. Previous experience in customer support or chat support, familiarity with AdTech or SaaS products, and proficiency in tools like Intercom, CRM systems, or helpdesks are considered advantageous but not mandatory for this role. Joining Madgicx will provide you with a unique opportunity to enhance your skills, engage with a global customer base, and play a significant role in shaping the future of digital advertising. Role Overview: At Madgicx, you will be part of a global SaaS company that specializes in building an AI-powered marketing and advertising platform. As a media buyer, your role will involve leveraging your in-depth knowledge of Facebook Ads to analyze account setups, troubleshoot issues, and provide valuable insights to advertisers. This is not just a typical chat support position; your expertise in Facebook Ads will be crucial in assisting users with their ad-related questions and ensuring they effectively utilize the product. Your responsibilities will include supporting users via live chat, investigating account structures and campaign performance, explaining complex advertising concepts, and collaborating with the team to enhance the product. Key Responsibilities: - Support users through live chat by addressing Facebook Ad Account-related inquiries, assisting with platform usage, and troubleshooting issues - Analyze and resolve issues related to Facebook Ad Account structures, campaign setup and performance, account audits, and common ad-related problems - Communicate complex advertising concepts to customers in a clear and friendly manner - Manage support tickets, update users on progress, and escalate complex cases to technical or billing teams as necessary - Participate in brief calls with users to clarify issues - Provide feedback and insights on recurring customer issues to contribute to product enhancement Qualifications Required: - Hands-on experience with Facebook Ads/media buying, including campaign setup, ad accounts, audits, troubleshooting, and understanding platform functionality - Proficiency in written