Support Design Associate, Payment Operations

Mission and Context

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 optimizing Payments support. As part of the broader Meta Customer Support transformation, we are revolutionizing how we engage with customers, including Advertisers and Creators. Our team plays a pivotal role in driving this change.

Role Overview

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 Associate, Payment Operations Responsibilities

• At Meta, we're focused on delivering great customer service - you’ll handle customer escalations, provide insights for escalation drivers and recommend changes to reduce volumes.
• Manage the incident management process and tracking for the cross-functional teams.
• Partner with Operations, Product, and Engineering teams to solve problems at scale.
• Keep stakeholders informed of common escalation reasons via analyses and presentations.
• Support product launch and process improvement roll out including: decision tree updates, content creation, testing and agent training.
• Perform agent adherence calibrations to support agent quality and identify training or process improvement opportunities.
• Drive efficiencies, identifying gaps and recommending improvements.
• Become familiar with payments experience processes, infrastructure, tools, systems, and data.
• Contribute to team insights that allow new products to scale and improve the payment product experience.
• Ensure project documents are complete, current and available for staff and leadership to review.

Minimum Qualifications

• BA/BS Degree and at least one year of experience in customer support or a customer focused operations environment
• At least one year of experience working with cross-functional teams
• Analytical thinking and problem-solving experience

Preferred Qualifications

• At least one year of experience in customer support, payments, trust and safety, or related team
• At least one year of experience in project environment

For those who live in or expect to work from California if hired for this position, please click here for additional information. About Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps 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. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
US$35.58/hour to US$41.83/hour + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
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