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.

MINIMUM QUALIFICATIONS:

• Currently has, or is in the process of obtaining a Bachelor’s degree. Degree must be completed prior to joining Meta
• Experience working in customer support or within a customer-focused operations environment
• Experience collaborating with cross-functional teams to achieve shared goals
• Experience applying analytical thinking to identify and resolve problems
• Professional experience in customer support, payments, trust & safety, or similar environments

PREFERRED QUALIFICATIONS:

• Professional experience in a project-driven setting

• At Meta, we’re focused on delivering great customer service - you’ll handle customer escalations, provide insights for escalation drivers, and recommend changes to reduce volumes
• Manage the incident management process and tracking for the cross-functional teams
• Partner with Operations, Product, and Engineering teams to solve problems at scale
• Keep stakeholders informed of common escalation reasons via analysis and presentations
• Support product launch and process improvement roll out including: decision tree updates, content creation, testing and agent training
• Perform agent adherence calibrations to support agent quality and identify training or process improvement opportunities
• Drive efficiencies, identify gaps and recommending improvements
• Develop an understanding of payments experience processes, infrastructure, tools, systems, and data
• Contribute to team insights that allow new products to scale and improve the payment product experience
• Manage project documentation to guarantee completeness, accuracy, and timely access for staff and leadership review