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Support Operations Specialist, Workplace by Facebook

***PLEASE NOTE: THIS IS A CONTRACT/TEMPORARY POSITION***

 

Duties


We are looking for a passionate problem solver to develop both a deep and broad understanding of Workplace's processes and understand where our people, processes, and systems need to improve in order to give help to the people who need it most.  This person will combine a deep knowledge quality methodology with broad expertise in data analysis, structured problem solving, and project management to directly influence customer outcomes.

 

The Workplace Support Operations Specialist drives impact through two key areas of expertise and contribution, focused on customer advocacy and building strong operational excellence in service of creating superior customer and agent experiences.

Core Role:

  • Influence the product roadmap
    • Act as a Workplace product pillar owner within the Enterprise Operations team
    • Leverage quantitative and qualitative data to help shape product development cycles
    • Collaborate with product, design and engineering teams to ship new, impactful features by writing up support specs, setting up support tooling requirements, and coordinating support readiness
  • Launch Support
    • Stay up-to-date on all new features, and be fully aware of the product roadmap and product sprint cycles
    • Support product feature launches, develop and maintain documentation & trainings
  • Operations Support
    • Be responsible for driving operational excellence by improving support processes and removing issues at source for all aspects of a given product area
    • Own support processes for issues which arise in their product pillar
    • Assist on complex bugs and work with the Product team to gather information about outages and emergencies
  • Escalation Management
    • Collaborate with regional account management and client partner teams to mitigate sensitive escalations
    • Proactively highlight developing customer issues and flag to appropriate internal teams

Skills


Minimum Qualification

  • 3+ years of experience in a role delivering or enabling 1:1 customer support
  • 1+ years of Project Management experience preferred
  • Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
  • Exhibit a balance of analytical and interpersonal skills
  • Attention to detail and nuance
  • Ability to perform well in a changing environment
  • Superior communication skills, including development of presentations
  • Passion for ensuring a world class user experience

Education


  • Associates degree, Bachelors degree preferred
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