Premier Partner Experience Contingent Worker NORAM WEST Remote - USThe standard working schedule for this role will be from Monday - Friday from 9am - 6pm Pacific. As part of a global team, candidates may occasionally need to accommodate meetings outside of the traditional working hours to drive cross-regional collaboration. In such cases, the worker will be able to adjust their schedule to start earlier or later in order to maintain the standard 8 hours of work daily.
The Premier Partner Experience team is seeking a customer-focused and motivated individual to join as an Operational Support Expert. In this contract role, the successful candidate will have the opportunity to make a meaningful impact by directly supporting Meta partners and creating delightful partner experiences. Operational Support Experts play a key role in minimizing operational issues with our partner programs and related products, ensuring seamless interactions between our partners and our platforms.
To be considered for this role, candidates will be self-motivated, organized, and excited about getting into the weeds with operational issues. They are also comfortable dealing with ambiguity and demonstrate the flexibility to adapt to frequent changes in a fast-paced environment.
RESPONSIBILITIES
Up to 80% of the time: • Provide our partners with a delightful, high-touch, and effective support experience, and act as the primary Operations point of contact. • Respond to inbound partner inquiries about product features, bugs, etc. • Troubleshoot complex issues and translate pain points to effectively resolve issues. • Spot trends in partner issues and communicate feedback to cross-functional teams. • Operationalize processes to improve partner experience.
Up to 20% of the time: • Improve our support workflows around issue resolution and product insights. • Develop product and issue specialization to improve the quality of support. • Help build and maintain a central knowledge base. • Train new employees on current workflows, standard processes, and internal tools.
MINIMUM QUALIFICATIONS
At least 2 years of experience in operations, customer support, technical support, or account/partner management. Expertise in issue resolution, skilled in navigating and resolving complex tickets with a strong track record of delivering timely and effective solutions. Experience using Excel and/or basic data & insights tools. Adept at navigating complex and ambiguous situations. Excellent written and verbal communication skills. Strong attention to detail. Proactiveness, adaptability, and a learning mindset. Fluency in English in a business environment.
.PREFERRED QUALIFICATIONS
Experience in the media industry support or operations. Experience with APIs. Years of Experience
At least 2 years of experience in operations, customer support, technical support, or account/partner management. Top 3 Must-Have Skills
Comfortable and proven ability to navigate complex and ambiguous situations. At least 2 years of experience in operations, customer support, technical support, or account/partner management. Preferred Skills
Experience working globally is preferred. Skilled at resolving complex issues and have a proven ability to deliver timely and effective solutions. Experience with Excel or basic data and insights tools is important. Experience in the media industry support or operations. Experience with APIs. No preference for former Meta or Big Tech; the team is seeking candidates with most experience in a customer-facing role.