Premier Partner Support Project Specialist

Meta • Sunnyvale, CA

84d

About The Position

Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. To apply, click “Apply to Job” online on this web page.

Requirements

• 36 months of experience in the job offered or in a related occupation
• Experience must include 36 months involving the following: Investigative analysis techniques including A/B testing, troubleshooting, and pattern recognition
• Vendor coordination with focus on customer service and turnaround time
• Quality testing large volumes of escalations against scorecard
• Scorecard A/B testing for relevance and adaptability
• Defect and ticket ingestion, tracking, and resolution
• KPI and metric tracking across multiple support channels
• Copyright investigation with focus on fraud monetization
• Working in an online operations, technical support, or product support environment and Communicating, collaborating, and influencing internal and external cross-functional partners

Responsibilities

• Act as a liaison between Meta and its partner customers to facilitate product and service delivery.
• Develop and share deep expertise on a range of Facebook and Instagram products.
• Become an expert in the support experience for Partners understand and resolve their inbound product questions and issues.
• Respond to Partner inquiries or escalations 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.
• Investigate escalations from internal stakeholders, including but not limited to executive team members, directors, partner managers lead respective escalations to resolution and report on root causes, product performance issues, or other complexities in operations.
• Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner experience.
• Effectively plan and execute team-wide projects to further our mission and improve Partner experience while liaising with cross-functional partners to move these initiatives forward and play an active role by contributing to improving policies, product, process, and support system solutions.
• Monitor and track metrics & KPIs while driving adherence to Service Level Agreements across relevant domain focus, eg Rights Management, Policy, or Monetization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed