Job Information
Meta Digital Support Solutions Lead in Sunnyvale, California
Summary:
Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. To apply, click “Apply to Job” online on this web page.
Required Skills:
Digital Support Solutions Lead Responsibilities:
Work with a high variety of workflows within the Customer Care function.
These programs include: Transactions, Digital IVR/Intake, Chatbot, Community, Social, In App/In Product, and more.
Provide mentorship, guidance, and career development to team members.
Act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.
Drive to ensure mission is embedded and practiced daily in all activities, including establishing team goals, measuring progress, and sharing results.
Shape the vision of the team by ensuring they operate in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.
Identify risks and opportunities in processes and policy, to ensure all stakeholders are aware and understand the impact on the day-to-day operations.
Recognize the need for and lead through change management initiatives.
Build and maintain healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and teammate experience.
Be the spokesperson of the customer.
Prioritize the customer’s needs by setting solutions in place to prevent unsatisfactory experiences impacting other customers in the future.
Advocate for customer care, who will carry and drive the FRL customer focused culture with your colleagues and within your team.
Position requires 25% domestic and international travel.
Minimum Qualifications:
Minimum Qualifications:
Requires a Bachelor's degree in Supply Chain Management, Business Administration, or related field and four years of work experience in the job offered or in a related occupation. OR Employer will accept six years of work experience in job offered or in a related occupation. Any suitable combination of education, training, or experience is acceptable. Requires four years of experience in the following:
- Working in large and complex organizations
- Developing and delivering presentation material to any audience size
- Reaching solutions with both technical and non-technical issues, ensuring that any impact is communicated cross-functionally at a global level
- Digital Customer Support strategy formation and execution
- Digital Analytics and measurement.
Public Compensation:
$251,367/year to $270,600/year + bonus + equity + benefits
Industry: Internet
Equal Opportunity:
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.