Support Design Associate, Payment Operations

Mission and ContextOur 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 OverviewAs 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

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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