Head of Technical Support at Koast

Head of Technical Support @ Koast.ai

Headquarters: Tampa, Florida
URL: https://koast.ai
Role: Head of Technical Support | Full-time | Remote (US hours) | Reports to the CEO

About Koast

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.

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: Ensure every new customer is set up correctly. You will run initial sessions yourself, then build the playbook and in-app flow to scale the process.
• Support, end to end: Own Intercom, including response times, resolution quality, the help center, macros, and escalation paths.
• Triage and the bridge to engineering: Decide what is a bug, feature gap, or user error. Document bugs with enough detail that engineers can fix them without follow-up questions. Surface patterns in weekly reviews.
• QA and release quality: Own the QA pass on every release. You will verify launch flows, automations, and integrations against real ad accounts before they hit production.
• System tightness: Monitor Meta API connections, webhooks, and attribution syncs (using Sentry, PostHog, etc.) to catch issues before they become tickets.
• Customer health and retention: Track account activity and churn risk, reporting to the CEO weekly and owning the outreach.

What You Will Do Week to Week

• Run onboarding calls for new and enterprise customers.
• Work the Intercom queue: own first response, resolution, and follow-up.
• Reproduce every reported bug against a real ad account before escalating to engineering.
• File and prioritize Shortcut tickets with repro steps, account IDs, and expected vs. actual behavior.
• QA each release candidate against test and live scenarios.
• Monitor Sentry and PostHog for errors and drop-offs.
• Run the weekly support review: report on ticket volume, resolution time, top patterns, and at-risk customers.
• Write help center articles and Loom walkthroughs for recurring issues.

What Sets You Apart

• Meta Ads Expertise: You have run Meta ads. You know Ads Manager, campaign/ad set structure, learning phase, Advantage+, pixel/CAPI setup, and API errors. (Hard requirement)
• B2B SaaS Support: You have experience in support/success where engineers trusted your bug reports.
• QA Skills: You have written test cases and performed UAT on software releases.
• Communication: You are calm with frustrated customers and direct with engineers. You write tightly and clearly.
• Proactive Mindset: 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.
• Hands-on Meta ads experience (Agency or performance marketing background strongly preferred).
• Experience with Intercom (or similar) and ticketing/project tools (Shortcut, Linear, Jira).
• Experience running QA or UAT on software releases.
• Comfortable reading logs, API responses, and error monitoring (Sentry or similar).
• Familiarity with attribution tools (Hyros, Cometly, Triple Whale, Northbeam) is a plus.
• Available full-time during US business hours.

How You Work

• Mastery: You keep sharpening your craft for faster resolutions and fewer repeat tickets.
• Push the Boundaries: You want to build systems that prevent tickets from happening.
• Embrace the Challenge: You are proactive when issues arise, regardless of the time.
• Responsibility: You own your commitments and communicate proactively if a fix slips.
• Dedication: You dive into hard, unglamorous problems until they are solved.
• Collaboration: You make engineering and sales faster by sharing what you learn.

Why Koast

• Early-stage impact: Be one of the first ten full-time employees.
• AI and ads at scale: Support high-volume ad teams and see AI agents in action.
• Real compensation: Full-time salary, performance bonuses tied to metrics, and paid time off.
• Remote and flexible: Work from anywhere during US hours.

How to Apply

Record a Loom (5 minutes or less) covering these four things in order:

1. Fit: Screen-share projects you have worked on or ad accounts you have managed. Tell us the last thing that broke and how you fixed it.
2. Bug Report: Show an example of a report you filed that an engineer fixed without follow-up questions.
3. Angry Customer: Describe a time a customer was losing money due to a product issue. Explain your response, your actions, and the outcome.
4. Koast Strategy: Spend 60 seconds explaining what breaks first when a media buyer manages 20 accounts from one platform, and how you would catch it.

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

Note: Do not apply if you lack experience with these products/advertising or cannot work US hours. No cover letters; we watch the Loom first and read the resume second.

Apply here: We Work Remotely