Job Description

Responsibilities:

• Respond to user inquiries with high quality, speed, empathy and accuracy
• Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution
• Become an expert in the support experience for users; understand and resolve their inbound product questions and issues
• Investigate escalations from internal stakeholders and lead them to resolution
• Develop and share deep expertise on a key product
• Make informed recommendations to improve user experience with products, supporting workflows, and address areas for product support optimizations
• Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner experience
• Identify and resolve fraud trends impacting our users
• 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 integrity solutions

• At least 3 years of experience in a support function working directly with clients or users
• Experience communicating issues, risks and paths to resolution the results of analyses in a clear and effective manner
• Experience working with global teams
• Resilient mindset - thrives over changing priorities and ever changing knowledge
• Strong problem-solving and analytical skills
• Attention to detail - ability to follow strict set of operational steps
• Customer focused approach

Nicoll Curtin