Job detail for Head of Technical Support @ Koast.ai

Headquarters: Tampa, Florida URL: https://koast.ai Head of Technical Support | Full-time | Remote (US hours) | Reports to the CEO Koast is the AI operating layer for teams that run Meta ads at volume. Agencies, in-house media buying teams, and enterprise buyers managing 10+ ad accounts and launching 50+ ads a week use Koast to launch faster, automate optimizations off real attribution data, and see every account from one Command Center. The Koast Agent is the next layer: an AI that reads the account, spots what matters, and acts inside guardrails. Our customers are media buyers. When something breaks, it is not a support ticket to them. It is a campaign that did not launch, a budget that did not move, or an account they cannot see. They need someone on the other end who has run ads, knows what they are looking at, and can tell the difference between a Meta API error, a user mistake, and a real bug. That is this role. You are the anchor between our customers and our engineers. You will onboard every new account, own every ticket, QA every release before it hits production, and make sure engineering hears about patterns, not anecdotes. What You WIll Own... Onboarding. Every new customer gets set up right the first time: ad accounts connected, attribution (Hyros, Cometly) wired in, team invited, first launch done together on a call. You will run these sessions yourself, then build the playbook and the in-app flow so the next hundred customers need less of you. Support, end to end. Intercom is yours. Response times, resolution quality, the help center, the macros, the escalation path. You will answer tickets yourself until the volume justifies a hire, and you will know every customer by name before you delegate a single one. Triage and the bridge to engineering. You decide what is a bug, what is a feature gap, what is Meta being Meta, and what is user error. Bugs get reproduced, documented with steps and account context, and filed in Shortcut with enough detail that an engineer can fix it without asking you a follow-up question. Patterns get surfaced in the weekly review with numbers: how many customers, how much spend affected, how often. QA and release quality. Nothing ships to production without you having run it against a real ad account. You will own the QA pass on every release: launch flows, automations, Agent actions, integrations. You know what a broken campaign structure looks like in Ads Manager, and you catch it before a customer does. System tightness. Meta API connections, token refreshes, webhook health, Whop account provisioning, attribution syncs. You will monitor them (Sentry, PostHog, internal dashboards), notice when something drifts, and get it fixed before it turns into a ticket. Customer health and retention. You will know which accounts are launching, which have gone quiet, and which are about to churn. You will bring that list to the CEO weekly and you will own the outreach. What you will do week to week Run onboarding calls for new customers and enterprise accounts. Connect accounts, verify data, launch the first campaign together. Work the Intercom queue. Own first response, resolution, and follow-up. Reproduce every reported bug against a real ad account before it goes to engineering. File and prioritize Shortcut tickets with repro steps, account IDs, screenshots, and expected versus actual behavior. QA each release candidate against a test account and a live customer scenario. Sign off or send it back. Monitor Sentry and PostHog for errors and drop-offs. Flag anything that affects more than one customer the same day. Run the weekly support review: ticket volume by category, time to resolution, top three patterns, customers at risk. One page, numbers first. Write help center articles and Loom walkthroughs for anything you have explained more than twice. What sets you apart You have run Meta ads. You know Ads Manager, campaign and ad set structure, learning phase, Advantage+, pixel and CAPI setup, and what "the API rejected my creative" actually means. This is a hard requirement, not a preference. You have done support or customer success for a B2B SaaS product and you were the person engineers trusted because your bug reports were correct. You can QA software. You have written test cases, run release checks, and sent a build back because it was not ready. You are calm with a frustrated customer whose launch just failed, and you are direct with an engineer who shipped the thing that failed it. You write tightly. Your tickets, your help articles, and your customer replies are shorter than everyone else's and clearer. You want to build the support function, not just work inside one. Requirements 3+ years in customer support, customer success, or technical support for a B2B SaaS product, including at least one role where you were the primary bridge to engineering. Hands-on Meta ads experience. You have managed ad accounts, launched campaigns, and troubleshot Ads Manager and API issues. Agency or performance marketing background strongly preferred. Experience with Intercom or a comparable support platform, and a ticketing or project tool (Shortcut, Linear, Jira). Experience running QA or UAT on software releases. Comfortable reading logs, API responses, and error monitoring (Sentry or similar). You do not need to write code. You need to read enough to know where the problem is. Familiarity with attribution tools (Hyros, Cometly, Triple Whale, Northbeam) is a plus. Available full-time during US business hours. How You Work Small team, high autonomy. Decisions are made with numbers, written down, and revisited when the numbers change. These are the values we run on. If they sound like you, you will fit right in. Mastery. "Good enough" is where you start, not where you stop. You keep sharpening the craft: tighter repros, faster resolutions, fewer repeat tickets. Push the Boundaries. You take on the ambitious version of the problem. Most support teams answer tickets. You want to build the one that prevents them. Embrace the Challenge. When a customer's launch breaks at 9pm, you are in the thread, not waiting for the morning standup. Responsibility. You own your commitments. If a fix slips, the customer hears it from you first, with a new date attached. Dedication. You dive into the hard, unglamorous problems (an intermittent API error, a broken sync nobody can reproduce) and iterate until they are solved. Collaboration. You write clearly, share what you learn, and make engineering and sales faster for having worked with you. Why Koast Early-stage impact. You will be one of the first ten full-time employees. The support function, the onboarding playbook, and the QA standard will be the ones you built. AI and ads at scale. You will support some of the highest-volume ad teams on Meta and see what an AI agent does with real budgets every day. Real compensation. Full-time salary, performance bonuses tied to retention and resolution metrics, and paid time off. Bootstrapped and profitable, so the seat is stable and the growth path is real. Remote and flexible. Work from anywhere, on your schedule, during US hours. Just make sure every customer is launching. How to apply Record a Loom, five minutes or less, covering these four things in order: Explain why you're a fit. Screen-share and explain projects youve worked on, ad accounts you have had access to (blur what you need) or companies you helped before. Walk us through the structure and tell us the last thing that broke in it and how you fixed it. One bug report. Take us through an example of a report you filed that an engineer fixed without asking you a follow-up question. Tell us how you reproduced it. One angry customer. A time a customer was losing money because of a product issue. What you said in the first reply, what you did next, and what happened. Where Koast fits. Sixty seconds on what breaks first when a media buyer starts managing 20 accounts from one platform instead of Ads Manager, and how you would catch it before they do. Email the Loom link and your LinkedIn or resume to jobs@koast.ai with the subject line "Retention is king" . NOTE: DO NOT APPLY IF YOU HAVE NO EXPERIENCE WITH PRODUCTS LIKE THIS / ADVERTISING / CANNOT WORK US HOURS. No cover letters. We watch the Loom first and read the resume second. Applications without the video are not reviewed. To apply: https://weworkremotely.com/remote-jobs/koast-ai-head-of-technical-support-koast-ai