Head of Technical Support @ Koast.ai

Head of Technical Support

Koast is the AI operating layer for teams that run Meta ads at volume. The Head of Technical Support will act as the anchor between customers and engineers, owning onboarding, support, triage, QA, and customer health.

Responsibilities

• Onboard new customers and build playbooks for scalability.
• Own end-to-end support, including response times, resolution quality, and escalation paths.
• Triage issues and bridge to engineering by identifying bugs, feature gaps, and user errors.
• QA every release against real ad accounts and ensure quality before production.
• Monitor system health and proactively fix issues before they turn into tickets.
• Track customer health and retain accounts by identifying at-risk users.

Requirements

• 3+ years in customer support or similar role.
• Experience running Meta ads and understanding Ads Manager, campaign structures, and Meta APIs.
• Proven ability to write clear bug reports and work with engineering teams.
• Strong QA skills and experience with test cases and release checks.
• Ability to remain calm with frustrated customers and communicate directly with engineers.
• Excellent writing and communication skills.
• Willingness to build a support function from the ground up.

How to Apply Record a Loom, five minutes or less, covering these four things in order:

1. Explain why you're a fit.
2. Screen-share and explain projects you've 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.
3. One bug report.
4. One angry customer.

Email the Loom link and your LinkedIn or resume to jobs@koast.ai with the subject line "Retention is king".