Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for WhatsApp users. Our team is seeking a solutions-oriented, data savvy market specialist, who is passionate about building scalable improvements in the support experience for our users. This position is full time and based in our Dublin, Ireland office.
Responsibilities
- Effectively manage all service channels for your market by monitoring market specifics queues and ensure that all user inquires are handled in a timely manner
- Liaise closely with cross-functional partners to ensure all operational KPIs and quality standards are met, working collaboratively to build / improve processes and tools
- Leverage various channels (such as support, social media, press etc.) to flag and escalate user sentiment to appropriate cross-functional partners in order to aid product usage understanding
- Identify, investigate and visualise key user support trends using analytical tools / languages such as SQL, R, Python, Tableau etc. to highlight product experience improvement opportunities
- Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users
- Create local risk mitigation strategies in partnership with cross-functional teams for local market / regional events
- Engage and build relationships with cross-functional teams such as Product, Research and Analytics to contribute to company goals with your market expertise
Minimum Qualification
- Fluency in written and conversational English & French
- 3+ years in a customer support, business operations or user analytics related role
- 2+ years experience using data analytics & visualisation tools such as SQL, R, Python, Tableau etc.
- Proven communicator with experience developing/delivering presentations to an executive level
- Experience using and learning different phone operating systems (Android, iPhone, KaiOS etc.)
- Experience in strategic thinking to analyse and solve for large-scale issues creatively
Preferred Qualification
- 5+ years of in-country experience (living or full-immersion) across any Francophone African country with understanding of regional languages & cultural nuances
- Fluency in additional regional language such as Fulah or Kurundi
- Experience automating high volume customer support queries in CRM (e.g., Zendesk, Salesforce, etc.)
- Experience working with global stakeholders across timezones
