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About the Role

An opportunity to work at the intersection of AI and Business Messaging, one of Meta's key investment areas. As Meta accelerates its investment in AI-native business experiences, Meta Business Agent sits at the center of how businesses will discover, engage, and transact with customers in the future. This role puts you at the heart of that transformation, working with next-generation AI agents, LLMs, and conversational AI systems that are redefining how businesses connect with billions of people across Meta's messaging platforms.

Responsibilities

Deliver a high-touch resolution experience for Meta's most strategic Business Messaging Partners.
Develop deep subject matter expertise across Meta Business Agent and the wider Business Messaging portfolio.
Break down and resolve complex, ambiguous, technical issues for high-touch customers using internal debug tools and log analysis.
Provide end-to-end issue resolution, filing bugs, documenting repro steps, and partnering with cross-functional teams.
Drive scale across the support funnel, enabling front-line human and AI agents to resolve issues earlier.
Act as a trusted advisor on the Meta Business Agent product.
Improve the end-to-end support funnel by optimizing internal and external support processes.
Refine the support agent's experience with clear resolution paths and feedback.
Maintain knowledge bases, documentation, and training materials for support teams.
Identify common issues and develop reusable workarounds, documenting and sharing them.
Partner with XFN Product and Engineering on the go-to-market strategy for new Meta Business Agent features.
Drive 'shift left' initiatives that streamline and standardize support flows.
Turn front-line signal into product impact by influencing the Meta Business Agent roadmap.
Translate data, feedback, and customer signals into actionable insights.
Champion the VOTC, articulating pain points and turning them into measurable product improvements.
Build cross-functional partnerships, aligning teams and holding them accountable.
Recommend tooling, processes, and signal improvements leveraging support performance data.
Run account health reviews, surfacing insights that improve account management and support effectiveness.

Requirements

B.A. or B.S. in Business, Computer Science, Engineering, Digital Marketing, or related field, or equivalent practical experience.
5+ years of experience in an operations, support, technical solutions, or product role within a technical environment.
Working knowledge of web technologies (HTML, CSS, JavaScript, HTTP, APIs) with hands-on technical troubleshooting experience.
Proven ability to translate technical concepts for both technical and non-technical audiences.
Demonstrated experience in influencing outcomes and driving alignment across cross-functional teams.
Experience in the CRM, messaging, conversational AI, or API-based technology industries.

Skills

AI agent experience
AI agents
LLMs
Conversational AI systems
Meta Business Agent
Business Messaging
API integrations
Webhooks
Prompt engineering
Context engineering
Agent orchestration
Responsible AI practices
Risk assessment
Bias mitigation
Quality and accuracy reviews
AI tools
Web technologies (HTML, CSS, JavaScript, HTTP, APIs)
Technical troubleshooting
CRM
Messaging
API-based technology

Experience Level

5+ years of experience

Education Level

B.A. or B.S. in Business, Computer Science, Engineering, Digital Marketing, or a related field, or equivalent practical experience.

About the Company

Meta Business Agent sits at the center of how businesses will discover, engage, and transact with customers in the future.
Meta is accelerating its investment in AI-native business experiences.