Support Design Specialist

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Support Design Specialist
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The Risk & Payments mission is to enable anyone, anywhere to pay and be paid with confidence. Our Support Design & Optimization team designs, implements and continuously improves 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.
Support Design Specialist Responsibilities
  • We’re continuously learning. You will become an expert in core risk/payments experience infrastructure, tools, systems, and data.
  • We like to move fast. You will demonstrate in-depth knowledge of process design, driving efficiencies, identifying gaps and implementing improvements. Apply the experience in the fast paced and growing operations environment.
  • We’re a collaborative bunch. You will work with our operations teams in determining payments, support experience, that allow products to scale while taking ownership of the space to make the product experience better.
  • We love to focus on impact. You will systematically analyze product metrics and labeling results, collecting insights, gaps, and pain points across the operation to categorize, scope and help prioritize (with BOPM and SDO Manager) process, tooling, training, documentation, and customer experience improvements.
  • We deliver value in everything we do. You will manage projects and coordinate new product support across payments experience team stakeholders.
  • Our culture is all about empowering people. You will influence and lead efforts, communicate effectively, and coordinate with key cross-functional partners, including Product, Engineering, Design, Legal, and others during design, build, launch, and expansion phase of product life cycle.
  • We’re crisp and detail oriented. You’ll ensure project documents are complete, current and available for staff and leadership review. You’ll also develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs.
  • We love to tackle big problems. You’re able to see challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed.
  • Develop project schedules based on the product requirements, technical challenges, tooling lead-times and business needs.
  • We organize ourselves well. You’ll create and maintain documentation of all workflows and processes owned by the team.
  • We build great teams. You’ll coach and mentor other team members to share knowledge and experience and help grow the team.
  • At Meta, we’re obsessed with service. You’ll support vendor delivery of customer support in line with the scale of the product team resolving escalations and quality calibrations as required.
Minimum Qualifications
  • 2+ years of experience in working in a project environment
  • 2+ years of experience working with global cross-functional teams
  • Analytical-thinking and problem-solving experience
  • Experience creating, implementing and improving business processes
  • Demonstrated experience influencing across functional boundaries and/or globally
Preferred Qualifications
  • 2+ years of experience working in an online operations or consulting environment, or similar
  • 1+ years of experience in customer support, trust and safety, payments, or related team
  • 2+ years of experience in Project Management
  • BA/BS degree
Locations
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.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
(Colorado only*) Estimated salary of $96,000/year + bonus + equity + benefits
*Note: Disclosure as required by sb19-085(8-5-20)
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.
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