Premier Partner Support Specialist

6 days ago

Singapore Instagram Full time

Every day, people come to Facebook to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Facebook’s Global Operations team exists to help them.The Premier Partner Operations team develops solutions for public figures, creators, non-profits and media companies on Facebook and Instagram by creating scaled support to address the issues impacting their experiences with the suite of Facebook products. Our Premier Partner Support team is responsible for delivering product support to Facebook & Instagram Partners."Premier Partner Support supports public figures and media partners, responsible for managing the support process, quality, reporting, escalations and communication of Facebook's Policy/Products to a range of stakeholders. Premier Partner Support consists of Project Managers and Operation Specialists.Our primary problem spaces are: Support for Products and Non-fraud PoliciesOur Mission: To provide world-class protection and support to our constituents by leveraging deep insights and automation **Premier Partner Support Specialist (Singapore) Responsibilities**: - Develop a deep understanding of issues facing our constituents and how it affects Facebook, Instagram and our communities - End-to-end program management of / contribution to complex projects that can span time zones and across functional teams - Identify areas of opportunity and leverage data and insights to influence change at the product, process or policy level - Proactively investigate, troubleshoot, and resolve sensitive escalations - Effectively manage a set of support queues - respond and resolve support cases and escalations with high quality, speed, empathy and accuracy. - Support vendors to understand the impact of policy changes on the team’s current work and surface gaps in policy, process, and tools. - Partner with vendors to ensure that feedback is shared with relevant teams and proactively track the impact and success of remediation plans. - Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams at Facebook in order to implement optimal solutions. - Potential for up to 12 hours a month spent on on-call weekend shift. the on call hours for this role are typically 8:00am - 5:00pm Singapore Standard Time. **Minimum Qualifications**: - BA/BS Degree or 2-3 years experience in an online operations, policy support, technical support or product support environment - Experience communicating the results of analyses in a clear and effective manner - Experience working with global teams **Preferred Qualifications**: - Experience in a fast-paced start-up environment - Experience in customer support or client work - Experience working in media, politics & government, broadcasting and news organizations and/or products

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