Support Design Specialist - Payments Operations
Job Description
Our Payment Operations team is dedicated to empowering customers to seamlessly pay and be paid across various audiences and Meta products by delivering, managing, and optimising Payments support. As part of the broader Meta Customer Support transformation, we are revolutionising how we engage with customers, including Advertisers and Creators. Our team plays a pivotal role in driving this change. As a Support Designer in our Payments Operations team, you will implement and continuously improve customer experience for agent-level processes, escalations and internal workflows. We are advocates for a better customer experience, driving customer focused support efforts, allowing for faster resolution, and providing insights to product teams about user experiences.
Locations
- Dublin, Ireland
Salary
Salary not disclosed
Skills Required
- process designintermediate
- data analysisintermediate
- project managementintermediate
- handling complex support ticketsadvanced
Required Qualifications
- operations, customer support or equivalent environment (experience)
- strategic/analytical initiatives (project management, consulting, data analysis or technical systems) (experience)
- communicating and collaborating with cross-functional partners, including engineering and technical teams (experience)
- online operations or consulting environment (experience)
- customer support for payments, trust and safety, or related team (experience)
- Project and/or Program Management (experience)
- BA/BS degree (degree)
Responsibilities
- Support vendor delivery of customer support in line with the scale of the product team, resolving case escalations and quality calibrations as required
- Gain expertise in the Payments experience infrastructure, tools, systems, and data
- Demonstrate in-depth knowledge of process design and drive efficiencies by identifying gaps and implementing improvements
- Systematically analyse program metrics and labelling results, collecting insights, gaps, and pain points across the operation to categorise, scope and help prioritise process, tooling, training, documentation, and customer experience improvements
- Work with operations teams to provide insights for improving the payments support experience and that allow products to scale
- Manage projects and coordinate new product support across payments experience team stakeholders
- Ensure project documents are complete, current and available for staff and leadership review. Develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs
- Recognise challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed
