Summary:
We are seeking a Specialist to join the Premier Partner Operations team for a unique role that encompasses both Support and Protection. This individual will be responsible for managing the support process, quality, reporting, escalations and communication of a key Meta product as well as support the protection efforts of a key cohort. You will leverage data tools and other sources of feedback to identify themes and deliver User solutions at scale. You will work cross-functionally with teams within Meta to improve user experiences.
Required Skills:
Premier Partner Operations Specialist Responsibilities:
Respond to user inquiries with high quality, speed, empathy and accuracy
Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution
Become an expert in the support experience for users
understand and resolve their inbound product questions and issues
Investigate escalations from internal stakeholders and lead them to resolution
Develop and share deep expertise on a key Meta product
Make informed recommendations to improve user experience with Meta’s products, supporting workflows, and address areas for product support optimizations
Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner experience
Identify and resolve fraud trends impacting our users
Proactively investigate, troubleshoot, and resolve sensitive escalations
Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams at Facebook in order to implement optimal integrity solutions
Ability for up to 16 hours a month to work on weekend and holiday shifts
Minimum Qualifications:
Minimum Qualifications:
3+ years of experience in a support function working directly with clients or users
Experience communicating issues, risks and paths to resolution in a clear and effective manner
Experience working with global teams
Resilient mindset – thrives over changing priorities and ever changing knowledge
Proven problem-solving and analytical skills
Attention to detail – experience following strict set of operational steps
Preferred Qualifications:
Preferred Qualifications:
BA or BS Degree
Experience in a fast-paced, corporate environment
Public Compensation:
$66,997/year to $105,000/year + bonus + equity + benefits
Industry: Internet
Equal Opportunity:
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].