Payrate: $35.00 - $38.00/hr.
Responsibilities:
- Respond to user inquiries with high quality, speed, empathy and accuracy ensuring a positive experience for our users
- Communicate and collaborate cross-functionally in order to lead issue resolution across teams, and troubleshoot quickly and effectively to drive resolution in a timely manner
- Develop a deep understanding of the support experience for users, resolving inbound product/policy questions and issues, and providing expert guidance to internal stakeholders
- Investigate escalations from internal stakeholders and lead them to resolution
- Make informed recommendations to improve user experience with Company’s products, supporting workflows, and address areas for product support optimizations
- Identify trends, develop solutions and implement new processes to optimize team workflows, streamline operations and enhance user experience
- 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 to implement optimal solutions
Top 3 Must-Have Skills:
- At least two years of experience in operations, customer support, technical support, or account and partner management. Experience working globally is preferred.
- Excellent written and verbal communication skills. Demonstrated success within a customer service role.
- Skilled at resolving complex issues, ambiguous situations. and have a proven ability to deliver timely and effective solutions.
Minimum Qualifications:
- 2+ years of experience in operations, customer support, technical support, or account/partner management
- Expertise in issue resolution: Skilled in navigating and resolving complex tickets, with a strong track record of delivering timely and effective solutions.
- Adept at navigating complex and ambiguous situations
- Excellent written and verbal communication skills
- Strong attention to detail
- Proactiveness, adaptability, learning mindset
- Fluency in English in a business environment
Pay Transparency: The typical base pay for this role across the U.S. is: $35.00 - $38.00/hr. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.
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