Summary:

　　The Customer Support Experience Payment Operations team mission is to build trust by delivering supportive experiences throughout the Meta Payments ecosystem.Our 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 Skills:

　　Support Design Specialist Responsibilities:

　　We’re continuously learning

　　you’ll become an expert in core payments, experience infrastructure, tools, systems, and data.

　　We like to move fast

　　you’ll demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements. Apply the experience in a fast paced operations environment.

　　We’re a collaborative bunch

　　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.

　　Systematically analyze product metrics and labelling results, collecting insights, gaps, and pain points across the operation to categorize, scope and help prioritize process, tooling, training, documentation, and customer experience improvements.

　　Manage projects and coordinate new product support across the Payments team stakeholders.

　　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.

　　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.

　　Ensure project documents are complete, current and available for staff and leadership review.

　　Create and maintain documentation of all workflows and processes owned by the team.

　　Coach and mentor other team members to share knowledge and experience and help grow the team

　　Minimum Qualifications:

　　Minimum 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 Qualifications:

　　Preferred 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

　　Public Compensation:

　　$93,000/year to $136,000/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].