• Job Description

  Req#: 32242119836

  The Premier Partner Operations team develops solutions for public figures, creators, politicians, media companies, and paying users on Meta's family of apps by creating white glove and scaled support to address the issues impacting their experiences with the suite of Meta products. We are seeking a Specialist to join the Premier Partner Support team within Premier Partner Operations. This individual will be responsible for managing the support process, quality, reporting, escalations, and communication of Meta's policies and products to a range of stakeholders. You will leverage data tools and other sources of feedback to identify themes and deliver solutions at scale. You will work cross-functionally with teams within Meta to improve high-value user experiences.

  Responsibilities:

  1. Respond to user inquiries with high quality, speed, empathy, and accuracy, ensuring a positive experience for our users.
  2. Communicate and collaborate cross-functionally to lead issue resolution across teams and troubleshoot quickly and effectively to drive resolution in a timely manner.
  3. Develop an extensive understanding of the support experience for users, resolving inbound product/policy questions and issues, and providing expert guidance to internal stakeholders.
  4. Investigate escalations from internal stakeholders and lead them to resolution.
  5. Conduct quality audits of vendor agents, identifying areas for improvement and implementing changes to enhance overall performance.
  6. Make informed recommendations to improve user experience with Meta's products, supporting workflows, and address areas for product support optimizations.
  7. Identify trends, develop solutions, and implement new processes to optimize team workflows, streamline operations, and enhance user experience.
  8. Proactively investigate, troubleshoot, and resolve sensitive escalations.
  9. Develop extensive 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.

  Minimum Qualifications:

  1. 1+ years of experience in a support function working directly with clients or users.
  2. Experience communicating issues, risks, and paths to resolution in a clear and effective manner.
  3. Experience working with global teams.
  4. Resilient mindset - thrives over changing priorities and ever-changing knowledge.
  5. Robust problem-solving and analytical skills.
  6. Attention to detail - capacity to follow strict set of operational steps.
  7. Customer-focused approach.

  Preferred Qualifications:

  1. BA or BS Degree.
  2. Experience in a fast-paced, corporate environment.

  Compensation: $35.58/hour to $111,000/year + bonus + equity + benefits.
  
  Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity, or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

  Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

  Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.

  Apply for this job and take the first step toward a rewarding career at Meta.

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• About the company

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