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 is a fast, simple and reliable way to talk to anyone in the world. More than 2 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world. More than 175 million people interact with businesses on WhatsApp every day. The WhatsApp Business API, our enterprise solution, helps medium and large businesses communicate with customers all over the world, so they can connect with them on WhatsApp in a simple, secure, and reliable way. WhatsApp Enterprise Operations' mission is to connect the world with all businesses in a personal and convenient way. Those who join our teams are passionate about the success of enterprises and are strong advocates for WhatsApp users and businesses. We aspire to build a world class support organization that is customer centric and puts user experience at the core of everything we do. This role is focused on the WhatsApp Business API. We are looking for a customer champion (full-time Support Account Manager) to join our Enterprise Support Operations team that shares our passion for helping to make WhatsApp/Facebook a safe place for people and businesses to connect across the world. The right candidate will be comfortable in a fast-moving organization, excited to collaborate and focused on positively impacting the experience of a large scale global workforce and the entire Facebook Community. We count on the Support Account Manager to guide a global region and help to build a best-in-class global team to support the WhatsApp Business API. 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 WhatsApp Business 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.
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 cross-functional 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 (No travel currently due to Covid-19)
- Effectively contribute in decision-making meetings with other managers and team leads through providing thoughtful ideas and proposals on matters of importance building trust in high pressure/fire-drill situations
- Independently gather and analyze information based on data to identify specific trends/opportunities, making appropriate recommendations through anticipating future business needs that improve the overall support experience, sharing knowledge across the team
- Regularly frame and consider issues within the larger scope and goals of the team, creating actionable insights or tasks that have key business impact
- Independently think through end-to-end execution, using judgment to understand how actions may impact other stakeholders and communicate in advance
- Demonstrate thought-leadership to help drive strategic decisions that promote growth within the team, org, and cross-functional teams
- Confidently and constructively challenges priorities and/or the direction of a certain project identifying areas where we can pause, remove roadblocks, stop pieces of work, and/or re-prioritize resources
- Regularly coach others through projects and/or initiatives, from initial problem scoping, to methodology and project management through being known as an expert across the global team and company on a particular topic
- Participate in interviewing and hiring decision making through understanding of team growth goals, both for current and future strategy
- Consistently deliver constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly while motivating and uniting the team to achieve common goals
- Proactively creates an atmosphere where team members continue to strive to contribute to the Customer Operations team and our Engineering Partner teams
Minimum Qualification
- 4+ years of technical support experience delivering/enabling support for enterprise applications or being in customer success/account management
- Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
- Proven communicator with experience to simplifying and clearly explaining technical concepts to a non-tech savvy audience
- Exhibit a balance of analytical skills which serves a variety of audiences, both internal and external
- Experience building relationships and effectively leveraging them to remove blockers and expedite work
- Demonstrated experience of troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
- Demonstrated experience multitasking & prioritizing in a fast-paced, stressful environment, while delegating or working alongside others
- Background in ensuring a user experience through attention to detail and nuance
- Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
Preferred Qualification
- 1+ years of Project Management experience preferred, or commensurate certification
- Incident and Escalation management best practices experience
- Experience in vendor management
- Knowledge of Bahasa Indonesia, Malay, Mandarin or Hindi/Bengali
