Koast.ai: Head of Technical Support @ Koast.ai

About the role

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

Requirements

• 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 req
• 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.
• 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.