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Job Details


Meta (formerly known as Facebook)

Support Design Specialist (a1K2K000008U7jbUAC)

Business and Financial Operations

All

Yearly

No

Austin, Texas, United States

The Risk & Payments mission is to enable anyone, anywhere to pay and be paid with confidence. Our Support Design & Optimization team designs, implements and continuously improves customer experience for agent-level processes, escalations and internal workflows. We are advocates for a better customer experience, driving customer focused support efforts, allowing for faster resolution, and providing insights to product teams about user experiences.

Required SkillsSupport Design Specialist Responsibilities:
  • We’re continuously learning. You will become an expert in core risk/payments experience infrastructure, tools, systems, and data.
  • We like to move fast. You will demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements. Apply the experience in the fast paced and growing operations environment.
  • We’re a collaborative bunch. You will work with our operations teams in determining payments, support experience, that allow products to scale while taking ownership of the space to make the product experience better.
  • We love to focus on impact. You will systematically analyze product metrics and labeling results, collecting insights, gaps, and pain points across the operation to categorize, scope and help prioritize (with BOPM and SDO Manager) process, tooling, training, documentation, and customer experience improvements.
  • We deliver value in everything we do. You will manage projects and coordinate new product support across payments experience team stakeholders.
  • Our culture is all about empowering people. You will influence and lead efforts, communicate effectively, and coordinate with key cross-functional partners, including Product, Engineering, Design, Legal, and others during design, build, launch, and expansion phase of product life cycle.
  • We’re crisp and detail oriented. You’ll ensure project documents are complete, current and available for staff and leadership review. You’ll also develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs.
  • We love to tackle big problems. You’re able to see challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed.
  • Develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs.
  • We organize ourselves well. You’ll create and maintain documentation of all workflows and processes owned by the team.
  • We build great teams. You’ll coach and mentor other team members to share knowledge and experience and help grow the team.
  • At Meta, we’re obsessed with service. You’ll support vendor delivery of customer support in line with the scale of the product team resolving escalations and quality calibrations as required.
Minumum QualificationMinimum Qualifications:
  • 2+ years of experience in working in a project environment
  • 2+ years of experience working with global cross-functional teams
  • Analytical-thinking and problem-solving experience
  • Experience creating, implementing and improving business processes
  • Demonstrated experience influencing across functional boundaries and/or globally
Preferred QualificationPreferred Qualifications:
  • 2+ years of experience working in an online operations or consulting environment, or similar
  • 1+ years of experience in customer support, trust and safety, payments, or related team
  • 2+ years of experience in Project Management
  • BA/BS degree

(Colorado only*) Estimated salary of $96,000/year + bonus + equity + benefits *Note: Disclosure as required by sb19-085(8-5-20)

Facebook is proud to be an Equal 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. Facebook 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 [Register to View]