Support Account Manager

Support Account Manager
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São Paulo, Brazil
Business Messaging Support is building a new world-class enterprise support organization focused on the success of businesses leveraging our suite of Business Messaging products. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the broader Meta suite of products. We are looking for a passionate problem solver to develop both a deep and broad comprehension of our business messaging products to understand where our people, processes, and systems need to improve in order to give help to the people who need it most. We are looking for a passionate problem solver to develop both a deep and broad comprehension of the WhatsApp Business API. The goal is to improve our team, processes, and systems to give help to businesses. WhatsApp is seeking a technical mind with strong business acumen and communication skills who is passionate about helping to unpack complex customer issues, willing to improve our customers’ experience, and wants to up-skill the team around them. The ideal candidate is someone who has serviced customers with high expectations using an enterprise product. This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy. This person will combine a deep knowledge of customer experience methodology with broad expertise in data analysis, communication skills, structured problem solving, and technical know-how to directly influence goal setting and its measurement for our team.
Support Account Manager Responsibilities
  • Act as a point of escalation for strategic customers or partners, coordinate customer calls and remote troubleshooting when required
  • Ensure that escalated WhatsApp Business API issues are resolved timely and communicated to the customer meeting their expectations
  • Work closely with the Account Management and Partnerships team, comprehend the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and partners
  • Meet with customers or partners, prepare and add the support view to operational review meetings and share best practices for dedicated accounts
  • Work with the global Support team and XFN partners to improve efficiency and quality of Support processes and tools
  • Analyze tickets and provide recommendations that improve the customer experience. Build relationships with Product and Engineering teams to improve the product and advocate for customer needs
  • Ability to travel 20% internationally as needed
Minimum Qualifications
  • Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
  • Ability to build relationships and effectively leverage them to remove blockers and expedite work
  • Passion for ensuring a world class user experience through attention to detail and nuance
  • Demonstrated ability to multitask & prioritize in a fast-paced, stressful environment, while delegating or working alongside others
  • 4+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
  • Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
  • Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
  • Exhibit a balance of analytical skills which serves a variety of audiences, both internal and external
  • Fluent English
  • Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
Preferred Qualifications
  • Incident and Escalation management best practices
  • 1+ years of Project Management experience preferred, or commensurate certification
  • Experience in vendor management.
  • Spanish
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps 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. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
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