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 Accountrelated questions, platform usage, and troubleshooting
- Analyze and investigate issues related to Facebook Ad Account structures, ampaign 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.
