Media Buying Support Specialist (Facebook Ads)

About MadgicxMadgicx is a global SaaS company building an AI-powered marketing and advertising platform used by customers worldwide. We help businesses manage, optimize, and scale digital advertising through data, automation, and smart insights.We are a fully remote, international team focused on ownership, collaboration, and delivering a great customer experience.About the roleThis role is designed for media buyers who know Facebook Ads inside out and want to apply their expertise beyond launching campaigns.At Madgicx, you will work daily with real Facebook Ad Accounts and real advertising challenges. Your focus will be on analyzing account setups, identifying issues, and helping advertisers understand how to use the product effectively.This is not a classic chat support role. Your main value here is your knowledge of Facebook Ads, including account structure, campaigns, audits, and common troubleshooting cases. We will teach you our product, internal tools, and support processes. What we expect from you is a solid media buying background, curiosity, and a problem-solving mindset.What you’ll doSupport users via live chat, helping them with Facebook Ad Account–related questions, platform usage, and troubleshootingAnalyze and investigate issues related to Facebook Ad Account structures, сampaign setup and performance, and account audits and common ad-related problemsExplain complex advertising concepts to customers in a clear and friendly wayWork with support tickets and keep users informed about progressEscalate complex cases to technical or billing teams when neededOccasionally join short calls with users to clarify issuesShare customer feedback and recurring problems with the team to improve the productWhat we’re looking forHands-on experience with Facebook Ads / media buying (campaign setup, ad accounts, audits, troubleshooting, understanding how the platform works)Strong written English (Upper-Intermediate or higher)Ability to communicate clearly and calmly with customersAnalytical mindset and willingness to investigate issues, not just reply with templatesOwnership and responsibility for user requestsAttention to detail and structured thinkingWillingness to work in a customer-facing role and help users succeedAvailability to work in the required schedule (most of our customers are in the USA)Previous chat support experience is a big plus, but not mandatory.Nice to havePrevious experience in customer support or chat supportAdTech or SaaS product backgroundExperience with tools like Intercom, CRM systems, or helpdesksExperience working in remote, international teamsDetailsFull-time, fully remoteWorking schedule: 9 hours per day (rotating shifts)Unlimited paid vacation and sick leaveProfessional development opportunitiesWhy this role is differentYou’ll work with real advertising cases, not just generic support questionsYou’ll deepen your expertise in Facebook Ads and AdTechYou’ll directly influence customer success and product improvementThis role is a strong next step for media buyers who want to work with diverse advertising volumes in a real AdTech product and systematically expand their expertise beyond individual campaigns.

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