Job Description:
• 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 policy/product 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 Meta’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 in order to implement optimal solutions
