User Services and Support Specialist II (Social)

at  Pinterest

About Pinterest:
Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. In your role, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping Pinners make their lives better in the positive corner of the internet.
Creating a life you love also means finding a career that celebrates the unique perspectives and experiences that you bring. As you read through the expectations of the position, consider how your skills and experiences may complement the responsibilities of the role. We encourage you to think through your relevant and transferable skills from prior experiences.
Our new progressive work model is called PinFlex, a term that’s uniquely Pinterest to describe our flexible approach to living and working. Visit our PinFlex landing page to learn more.
We’re looking for a Support Specialist who has extensive Customer Support experience and a deep knowledge of social media to join the User Support and Operations Team. You’ll become an expert in your field, solving Pinner problems and identifying opportunities for the Team to improve our processes. You’ll take the insights you gain to our cross-functional Partners and help make Pinterest, and our Social Support Program even better. We’re looking for someone who is prepared to be agile and who can handle escalations regarding sensitive issues effectively and efficiently. Someone who is data-driven and always looking for ways to refine and improve our existing workflows, policies and tool efficiencies.

• Manage Support issues across multiple platforms on a daily basis: diagnosing problems and providing a resolution.
• Act as an escalation point of contact within social support, managing complex and valuable issues, playing a key role in helping to achieve social targets and KPIs.
• Research data from product/service performance, customer behavior and market trends to identify opportunities for product/service improvement.
• Represent the voice of the customer on social and surface insights to improve the user experience.
• Partner cross-functionally to prepare for product launches.
• Perform bug triaging and partner with engineering to resolve customer issues.
• Organize and execute work at an appropriate pace as well as balancing competing goals and deadlines.
• On-call weekend and public holidays may be required.