Cross Meta Support Operations (XSO) mission is to build a service engine that solves todays customer problems and prevents tomorrows.
XSO teams are an operations driven organization, involved throughout the lifecycle of product development and service delivery to ensure that our customers have a seamless experience on our platform.
This team is passionate about fostering the growth of communities, businesses and advertisers using Meta products by ensuring they have the tools needed to succeed.
Duties:
This position will partner with the internal XSO Growth & Risk Team, working directly with customers to help them onboard Meta's Commerce products.
This team will work closely with sales teams to ensure clients successfully complete steps required to try Metas products.
The ideal candidate will have a strong background in customer service, have an understanding of ecommerce, and ability to manage multiple clients and projects.
They should be passionate about Meta, great communicator, and able to partner with other cross-functional teams.
Responsibilities:
Own the onboarding process of clients onboarding to Metas ecommerce products in coordination with internal teams supporting workflows with sales and operations teams.Monitor and troubleshoot the progress of customers and communicate blockers necessary partiesTriage incoming requests, utilizing technology, superior customer service and understanding- Responding within a timely manner and working 1:1 in real timeGather learnings and insights for:internal teams to help Meta further develop and evolve our products, andour advertising partners to help them achieve their marketing objectivesActively participate, collaborate, and add value to weekly training and operational meetings - quickly implement new practicesIdentify tool and process efficiency gains with analytical perspectiveAct as escalation point for clients/customers.Skills:
Professional written and spoken English and professional written and spoken Mandarin as the role will require working with local marketVerbal and written communication skills, attention to detail, customer service skills and interpersonal skills.Strong ability to work independently and manage ones timeStrong ability to accurately document and record customer/client information.Strong leadership and mentoring skills necessary to provide support and constructive performance feedback.Proven ability to manage multiple projects and work in a high-performance team environmentPrevious tech experience a plusPrevious experience with Shopify or ecommerce a plus