Facebook SMB Program Manager, Client Services in Singapore

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:

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.

This candidate will have an incredible opportunity to work directly with small businesses and help them succeed on Facebook. Ideal candidates will be highly proactive, have the ability to identify innovative ways to solve problems, and be passionate about delivering a quality experience to our advertisers. Success in this position requires a passion for strong analytical thinking, a focus on client service, and the ability to thrive in a highly dynamic, team-focused environment. This position is based in Singapore office.

Required Skills:

  1. Design and lead regional scaled support programs via multiple vendor partners

  2. Interact with external customers and serve as a subject matter expert on Facebook advertising products

  3. Assess the needs of our customers and gather customer feedback to deliver exceptional service. Match this against quantitative data and industry research to build customer-facing programs that drive impact across the APAC market

  4. Develop and execute online support strategies at scale (via help center, forums, social media, etc.) to drive business growth and customer satisfaction

  5. Drive sustainable improvement in key performance indicators

  6. Perform data analysis and execute data-informed initiatives that will improve our customer experience and drive business growth

  7. Work closely with our regional and global partners to support our advertising customers and deliver consultative support and education on our Facebook products

  8. Identify trends to enhance the partner support processes, optimize workflows and improve operational efficiency

Minimum Qualifications:

  1. BA/BS degree

  2. Fluency & excellent communication skills in English. Fluency in Thai, Japanese or Korean is an added advantage

  3. 5+ years experience in customer service/consulting /social media channels

  4. Strong problem solving, and analytical skills coupled with the ability to act independently across competing priorities

  5. Strong customer service orientation and experience in a client-facing capacity

  6. Demonstrated ability to build programs that start small and scale fast

  7. Self-motivated and able to prioritize tasks, manage time, and thrive in a constantly changing environment

  8. Passionate about Facebook and providing excellent service to SMBs on our platform

Industry: Internet