Media Buying Support Specialist (Facebook Ads)

About Madgicx Madgicx 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 role This 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 do

Support users via live chat, helping them with

Facebook Ad Account–related questions , platform usage, and troubleshooting Analyze and investigate issues related to Facebook Ad Account structures, сampaign setup and performance, and account audits and common ad-related problems Explain complex advertising concepts to customers in a

clear and friendly way Work with support tickets and keep users informed about progress Escalate complex cases to technical or billing teams when needed Occasionally join short calls with users to clarify issues Share customer feedback and recurring problems with the team to improve the product

What we’re looking for

Hands-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 customers Analytical mindset and willingness to investigate issues, not just reply with templates Ownership and responsibility for user requests Attention to detail and structured thinking Willingness to work in a customer-facing role and help users succeed Availability 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 have

Previous experience in customer support or chat support AdTech or SaaS product background Experience with tools like Intercom, CRM systems, or helpdesks Experience working in remote, international teams

Details

Full-time, fully remote Working schedule: 9 hours per day (rotating shifts) Unlimited paid vacation and sick leave Professional development opportunities

Why this role is different

You’ll work with

real advertising cases , not just generic support questions You’ll deepen your expertise in

Facebook Ads and AdTech You’ll directly influence customer success and product improvement

This 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.