Support Design Specialist - Payments Operations

Our Payment Operations team is dedicated to empowering customers to seamlessly pay and be paid across various audiences and Meta products by delivering, managing, and optimising Payments support. As part of the broader Meta Customer Support transformation, we are revolutionising how we engage with customers, including Advertisers and Creators. Our team plays a pivotal role in driving this change.As a Support Designer in our Payments Operations team, you will implement and continuously improve 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 - Payments Operations Responsibilities:

• At Meta, we're focused on delivering great customer service - you'll support vendor delivery of customer support in line with the scale of the product team, resolving case escalations and quality calibrations as required
• We're continuously learning
• you'll gain expertise in the Payments experience infrastructure, tools, systems, and data
• We like to move fast
• you'll demonstrate in-depth knowledge of process design and drive efficiencies by identifying gaps and implementing improvements
• We love to focus on big impact
• you'll systematically analyse program metrics and labelling results, collecting insights, gaps, and pain points across the operation to categorise, scope and help prioritise process, tooling, training, documentation, and customer experience improvements
• We're a collaborative bunch
• you will work with our operations teams to provide insights for improving the payments support experience and that allow products to scale
• We deliver value in everything we do
• you'll manage projects and coordinate new product support across payments experience team stakeholders
• 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 recognise challenges before they arise, create plans to manage the tasks and alleviate the risks, and pitch in to execute those plans as needed

• 2+ years of experience working in an operations, customer support or equivalent environment
• 2+ work experience in role involving strategic/analytical initiatives (project management, consulting experience, data analysis or technical systems) and/or customer operations
• Demonstrated success in communicating and collaborating with a variety of cross-functional partners, including engineering and technical teams
• Experience creating, implementing and improving business processes

• Skilled in efficiently handling complex support tickets and managing escalations to ensure timely resolution and the best customer experience
• 3+ years of experience working in an online operations or consulting environment, or similar
• 2+ years of experience in customer support for payments, trust and safety, or related team
• 3+ years of experience in Project and/or Program Management
• BA/BS degree