Creator & User Excellence Specialist - Customer Support - San Jose

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.



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.