Facebook Product Support Specialist, Media Operations in Menlo Park, California

Intro:

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.

Summary:

The Media Operations team develops solutions for public figures, creators and media companies on Facebook and Instagram by creating scaled systems to address issues impacting their experiences with the suite of Facebook products. Our Global Product Support team is responsible for delivering support to Facebook partners.

We are seeking a Product Support Specialist to join the Global Product Support team within Media Operations. This individual will be responsible for managing the support process, quality, reporting, escalations and communication of Facebook and Instagram's Products for a range of stakeholders. You will leverage data tools and other sources of Partner feedback to identify themes, uncover and prioritize product issues and communicate key takeaways to Product and other teams to shape Product direction. You will work cross-functionally with the teams within Facebook to improve Partner experience.

Required Skills:

  1. Develop and share deep expertise on Civic Engagement and Social Good products

  2. Become an expert in the support experience for Facebook Partners and understand and resolve their inbound product questions and issues

  3. Educate Partners on our products, and provide feedback and recommendations when necessary

  4. Work with vendors to complete daily workflows

  5. Collaborate with cross-functional and Product teams to lead continuous process improvements in the interest of improving Partner experience

  6. Investigate escalations from internal stakeholders and lead them to resolution

  7. Make informed recommendations to improve Partner experience with Facebook’s products, supporting workflows, and address areas for product support optimizations

  8. Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution

  9. Monitor and analyze user reports for feedback and bug-related trends

Minimum Qualifications:

  1. BA or BS Degree

  2. 3+ years of experience in an online operations, project management or product support environment

  3. 1+ years of experience using SQL and Excel to drive analytics and reporting

  4. Experience with communication and working cross-functionally, both internally and externally

  5. Experience thinking strategically about multifaceted issues, leading to recommendations and action plans

  6. Experience absorbing training on products and tools

Preferred Qualifications:

  1. Experience with non-profit organizations and/or products

  2. Strong interest in quality and Partner experience

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com or you may call us at +1 650-308-7837.