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Product Specialist, Product Support & Insights
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London, UK
Meta is seeking a Product Specialist to join the Product Support & Insights team within Global Support Operations (GSO). GSO is made up 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 team helps businesses through scaled service delivery & operations. We combine deep 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 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 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
- BA/BS degree with 4+ years of relevant work experience
- Experience in troubleshooting & resolving issues of clients on ad tech products and platforms
- Ability to clearly communicate issues & 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 global experience)
- Experience with data analysis leveraging SQL
- Experience navigating complex cross-functional landscapes in an ambiguous and rapidly changing environment
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
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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 committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
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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, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.
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