Meta Onboarding Expert
2 months ago
Cross Meta Support Operations (XSO) is a mission-driven organization that aims to build a service engine that solves today's customer problems and prevents tomorrow's. As an Onboarding Specialist, you will play a critical role in ensuring that our customers have a seamless experience on our platform.
This position will partner with the internal XSO Growth & Risk Team, working directly with customers to help them onboard Meta's Commerce products. You will work closely with sales teams to ensure clients successfully complete the steps required to try Meta's products.
Key Responsibilities- Own the onboarding process of clients onboarding to Meta's ecommerce products in coordination with internal teams supporting workflows with sales and operations teams.
- Monitor and troubleshoot the progress of customers and communicate blockers to necessary parties.
- Triage incoming requests, utilizing technology, superior customer service, and understanding to respond within a timely manner and work 1:1 in real time.
- Gather learnings and insights for internal teams to help Meta further develop and evolve our products, and for our advertising partners to help them achieve their marketing objectives.
- Actively participate, collaborate, and add value to weekly training and operational meetings, quickly implementing new practices.
- Identify tool and process efficiency gains with an analytical perspective.
- Act as an escalation point for clients/customers.
- Professional written and spoken English and professional written and spoken Mandarin as the role will require working with local markets.
- Verbal and written communication skills, attention to detail, customer service skills, and interpersonal skills.
- Strong ability to work independently and manage one's time.
- Strong 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 environment.
- Previous tech experience a plus.
- Previous experience with Shopify or ecommerce a plus.
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