Customer Support Specialist

FACEBOOK SINGAPORE PTE. LTD.; Singapore; On-site; SGD 75,000 - 100,000; Full time

Job summary

A leading social technology company in Singapore is seeking a Customer Support Specialist to enhance user support across various products. This role focuses on delivering exceptional user support and implementing process improvements. Candidates must have strong analytical skills and a bachelor's degree in a related field, with substantial experience in operations and project management. This is an opportunity to collaborate with cross-functional teams and drive impactful changes in the support experience.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, or related field required.
• 7+ years in Operations, Analytics, or Project Management roles.
• Experience communicating technical analysis to non-technical partners.

Responsibilities

• Support users through direct support interactions.
• Improve the support experience for Facebook products.
• Analyze complex support flows for process improvements.
• Work with cross-functional teams to enhance community support.

Skills

Project Management

Analytical skills

Business process analysis

Communication with non-technical teams

Education

Bachelor’s degree in a related field

Job description

Meta is seeking a Customer Support Specialist for Manus who will play a pivotal role in enhancing the support experience across Facebook’s diverse products and communities. This position is ideal for someone passionate about delivering exceptional user support, driving process improvements, and collaborating with cross-functional and regional teams to develop scalable solutions for our global user base. The successful candidate will leverage analytical skills to optimize support flows, resolve complex business challenges, and communicate impactful insights to influence strategy and improve outcomes for the Facebook community.

Responsibilities

• Support users through both direct support interactions as well as scalable solutions
• Work on improving the support experience for different Facebook products - from content such as videos and photos to communities like Groups and Pages
• Concentrate on ideating, testing and implementing process improvements that enable us to prevent bad experiences for the Facebook community by efficiently reviewing these products at scale and ensuring the review is accurate and achieves the best outcome for the community
• Understand the architecture and integration points of Facebook's community support processes, products and policies
• Analyze complex support flows and provide recommendations for process, policy and product improvements
• Track and analyze key operational metrics to deeply understand the support ecosystem and help determine where to focus optimization efforts
• Work with cross-functional partners to improve the community support experience on our existing suite of products
• Partner with regional teams to develop scalable solutions to support Facebook's global user base
• Resolve large and complex business problems
• Communicate results of technical analysis with non-technical partners and leadership teams to influence the strategy of those teams

Minimum qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Electronics Engineering, Business Administration, Information Systems, or related field, followed by 3+ years of progressive, post-baccalaureate work experience in the job offered or in a consulting or business analyst-related occupation
• 7+ years working in an Operations, Analytics, Product, Engineering, Consulting, Project Management or equivalent team
• 7+ years initiating and driving projects to completion with minimal guidance
• 7+ years experience with business process analysis
• 7+ years communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teams

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.