Responsibilities
About the team
As a Creator & User Excellence Specialist, you will be a part of a team that provides operations support and analysis of platform issues for both internal and external stakeholders. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams; to address support issues and gaps in current product and operations processes such as user feedback and safety related areas.
Your will be responsible for metric changes and escalations across multiple channels with high quality, accuracy, and speed, monitoring alerts, and doing deep dives and investigations. You will establish tools and processes to effectively manage and resolve high priority issues raised from various input channels. You will monitor trends, patterns, find gaps and use data and problem statements to influence cross functional teams to make necessary improvements in support services and processes.
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You are passionate about the user and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in the support operations space.
What will I be doing?
- Escalation & Incident Management: Handle and resolve high-priority escalations with speed and accuracy, ensuring minimal disruption to the Creator and User Community and is able to communicate clearly to executives, key steps taken to address the escalations
- Root cause analysis and remediation plan:
1. Root Cause Analysis: Conduct deep dives into recurring issues, identify root causes, and propose data-driven solutions to prevent future occurrences.
2. Operational Analysis & Process Optimization: Identify inefficiencies in current processes and recommend improvements to enhance platform support services.
3. XFNs aligned remediation plans: Build remediation plans in partnership with relevant XFNs (content, process/policy, product management, data analytics, operations, other support teams and engineering team) to address recurring escalations
- Data-Driven Decision Making: Monitor key metrics, analyze trends, and use insights to influence process enhancements and operational strategies.
- User-Centric Advocacy: Act as a voice for users and creators, ensuring their concerns are understood and addressed in support services and product improvements.
Qualifications
Minimum Qualifications:
- 5 years of experience in operational support within Customer Service, Trust & Safety, or similar areas in online platforms.
- Strong experience handling high-priority escalations and customer support workflows, including intake, prioritization, and resolution.
- Excellent communication, stakeholder management, and project management skills.
- Proven ability to work effectively under pressure, demonstrating problem-solving skills and quick decision-making.
- Strong analytical mindset with experience conducting RCA and developing actionable insights.
- Passion for improving user and creator experiences on digital platforms.
Preferred Qualifications:
- Experience with ticketing and CRM tools such as Zendesk, Salesforce, Avaya, or HubSpot.
- Strong data analysis skills, including experience with SQL, Excel, Tableau, or Power BI.
- Background in Trust & Safety, online platform operations, or risk management.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $88000 - $202666 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.