Facebook Market Specialist, Community Operations, Latin America in Dublin, Ireland
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
Community Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Community Operations is for you.
The Market Specialist will be part of a data-driven analysis culture and will also help scale our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them. This position is full time and is based in our Dublin, Ireland office.
Investigate and resolve issues that are reported on Facebook such as requests for account support and reports of potentially abusive content
Respond to user inquiries with high quality, speed, empathy and accuracy
Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the Latin America market.
Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
Use your problem solving skills to resolve large and complex business problems
Independently deliver solutions for key experience issues through effective problem solving and project management
Gather region-specific insights through quantitative and qualitative analysis of users’ interactions with Facebook & Instagram support, and use it to develop ways to improve the support of our community of users in the region
Bachelors degree and/or masters or equivalent experience
2+ years of professional experience, preferably with a focus on project management and cross-functional collaboration in complex environments
Strategic thinker with strong analytical and creative problem-solving skills
Ability to work independently across competing priorities
Excellent communication and collaboration skills
Ability to thrive in a constantly changing Operations environment, collaborate effectively and build strong relationships with multiple teams and partners
Avid Facebook and Instagram user, a passion for the products and ensuring an excellent user experience
Demonstrable ongoing connection with community in Latin America and detailed knowledge of region’s culture and common practices
Fluency in written and conversational English and Latin American Spanish
Prior experience with tools such as Excel and SQL are a plus