Head of Technical Support & Onboarding (Remote, US Hours)
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Benefits offered by this job
Job summary
Koast is seeking a Head of Technical Support to lead onboarding, end-to-end support, and QA for enterprise ad teams. You will bridge customers and engineers, own the Intercom workflow, and drive data-backed improvements across releases and products.
This remote, US-hours role demands prior Meta ads experience and a proven track record in a B2B SaaS support function. You will build playbooks, monitor API and integration health, and own customer health metrics, with compensation tied to retention
Qualifications
- 3+ years in customer support, customer success, or technical support for a B2B SaaS product.
- Hands-on Meta ads experience with Ads Manager and API issues.
- Experience with Intercom and ticketing tools (Shortcut/Linear/Jira).
- Experience running QA/UAT on software releases.
- Familiarity with attribution tools (Hyros/Cometly/Triple Whale/Northbeam) is a plus.
Responsibilities
- Run onboarding calls for new customers and enterprise accounts.
- Own Intercom queue from first response to resolution.
- Reproduce bugs against real ad accounts with repro steps.
- File and prioritize Shortcut tickets with steps and IDs.
- QA each release against test accounts and live scenarios.
- Monitor Sentry and PostHog for errors and share patterns.
Skills
Tools
Job description
Koast is seeking a Head of Technical Support to lead onboarding, end-to-end support, and QA for enterprise ad teams. You will bridge customers and engineers, own the Intercom workflow, and drive data-backed improvements across releases and products.
This remote, US-hours role demands prior Meta ads experience and a proven track record in a B2B SaaS support function. You will build playbooks, monitor API and integration health, and own customer health metrics, with compensation tied to retention
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