Head of Technical Support @ Koast.ai

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 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. That is this role. 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. Every new customer gets set up right the first time: ad accounts connected, attribution (Hyros, Cometly) wired in, team invited, first launch done together on a call. You will run these sessions yourself, then build the playbook and the in-app flow so the next hundred customers need less of you. Support, end to end. Intercom is yours. Response times, resolution quality, the help center, the macros, the escalation path. You will answer tickets yourself until the volume justifies a hire, and you will know every customer by name before you delegate a single one. Triage and the bridge to engineering. You decide what is a bug, what is a feature gap, what is Meta being Meta, and what is user error. Bugs get reproduced, documented with steps and account context, and filed in Shortcut with enough detail that an engineer can fix it without asking you a follow-up question. Patterns get surfaced in the weekly review with numbers: how many customers, how much spend affected, how often. QA and release quality. Nothing ships to production without you having run it against a real ad account. You will own the QA pass on every release: launch flows, automations, Agent actions, integrations. You know what a broken campaign structure looks like in Ads Manager, and you catch it before a customer does. System tightness. Meta API connections, token refreshes, webhook health, Whop account provisioning, attribution syncs. You will monitor them (Sentry, PostHog, internal dashboards), notice when something drifts, and get it fixed before it turns into a ticket. Customer health and retention. You will know which accounts are launching, which have gone quiet, and which are about to churn. You will bring that list to the CEO weekly and you will own the outreach. What you will do week to week • Run onboarding calls for new customers and enterprise accounts. Connect accounts, verify data, launch the first campaign together. • Work the Intercom queue. Own first response, resolution, and follow-up. • Reproduce every reported bug against a real ad account before it goes to engineering. • File and prioritize Shortcut tickets with repro steps, account IDs, screenshots, and expected versus actual behavior. • QA each release candidate against a test account and a live customer scenario. Sign off or send it back. • Monitor Sentry and PostHog for errors and drop-offs. Flag anything that affects more than one customer the same day. • Run the weekly support review: ticket volume by category, time to resolution, top three patterns, customers at risk. One page, numbers first. • Write help ce