Responsibilities
About The Team
Our team provides operations support and analysis of platform issues for both internal and external stakeholders. We 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. The team is responsible for metric changes and escalations across multiple channels with high quality, accuracy, and speed, monitoring alerts, and doing deep dives and investigations. We help establish tools and processes to effectively manage and resolve high priority issues raised from various input channels. The team monitors trends, patterns, find gaps and use data and problem statements to influence cross functional teams to make necessary improvements in support services and processes. As this team supports a number of different markets, being proficient in an additional language beyond English is a plus.
Want more jobs like this?
Get jobs in Los Angeles, CA delivered to your inbox every week.
Responsibilities:
- 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: Conduct deep dives into recurring issues, identify root causes, and propose data-driven solutions to prevent future occurrences;
- Operational Analysis & Process Optimization: Identify inefficiencies in current processes and recommend improvements to enhance platform support services;
- 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.
- Fluency in both English and Mandarin required: The role involves frequent communication with global teams, clients and stakeholders in English-speaking regions as well as in Chinese-speaking markets. Proficiency in Mandarin is essential to effectively engage with Chinese-speaking partners to understand cultural nuances, and navigate business transactions in key markets.
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;
- Proficiency in an additional language beyond English is a plus.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $104711 - $192533 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.