Responsibilities
As the Customer Support Lead, Creator & User Excellence, you will manage 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.
Responsibilities
What will I be doing?
- Build and lead a high-performing support excellence team focused on leadership escalations, manage cross-team relations and optimize process & analysis procedures to deliver best-in-class safety and support services;
- You'll collaborate with cross-functional partners (content policy, product management, data analytics, operations, engineering, algorithm) to identify, assess and resolve related issues in our products and processes, based on data analysis on escalations you would handled with your team
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- Self-identify gaps, problems, needs and come up with robust solutions.
- You'll influence product and policy development by providing key insights on the vulnerabilities detected on the platform.
- You'll manage the performance and goals of your team, develop the roadmap, and take responsibility for key metrics.
Your team 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 lead the monitoring of trends, patterns, find gaps and come up with solutions to address them.
Based on your teams' findings, you will be using data and problem statements to influence other teams to make necessary improvements in safety and support services and processes.
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.
You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.
Qualifications
Minimum Qualifications
- You have experience in managing operations support in either Customer Service, Trust and Safety, or related areas such as management of social networking platforms.
- You have 5 years of experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
- You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;
- You have the ability to work effectively under any environment, strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders;
- You have the ability to translate action steps into a systematic process;
- You're passionate about helping the user community.
Preferred Qualifications:
- Quantitative skills, data-driven mindset, SQL or Excel skills a plus;
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $125400 - $235980 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.