Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
We look for people who exemplify our values—kind, creative, and smart. We value diverse opinions and backgrounds so that we can continue to grow and improve every single day.
We are looking for a Community Operations Experience Lead to join the Customer Operations Team. Serve as the voice of the customer and be a strong, reliable source of feedback for community needs, ensuring that any barriers to excellent service are understood and removed. You will ensure employee engagement within the Community Operations team by creating and managing supportive connections within the entire team and utilizing effective and open communication to help translate the mission of Snap Inc. into meaningful and clear goals.
To be successful in this role, you will need to be comfortable with ambiguity in an ever-growing organization, and be passionate about supporting the Snapchatter community experience.
What you’ll do:
Build a service, support oriented, and customer obsessed culture to enable the Community Operations team to deliver fast and high-quality solutions.
Optimize our support operations, guarding the health of the service through scaled approaches, driving resolution and support channel strategies, and localizing product support for our global audience.
Lead resolution of omni-channel support contacts, analyzing findings, providing feature and product recommendations, tool tips and/or bug fixes for external partner teams.
Draw insights from qualitative and quantitative analysis, synthesize summaries and make recommendations to leadership for a seamless and frictionless community support journey.
Identify root cause and troubleshoot people, process, and technology issues that constrain the Community Operations team from making measurable progress
Create compelling presentations to effectively communicate complex issues to the cross-functional and executive teams.
Act as a thought leader in articulating the direction, journey and vision of the Snapchatter community support experience.
Knowledge, Skills & Abilities:
Ability to deal with ambiguity, effectively cope with change, and shift gears comfortably in a fast-paced environment.
Experience partnering with operations, product and engineering teams to define workflows and requirements - simplifying complex ideas into consumable action plans.
Ability to decide and act without having the total picture, handle risk, and manage uncertainty while providing visibility to key stakeholders.
Ability to troubleshoot technical contacts, and work with product and engineering teams to resolve customer bugs and issues.
Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions independently.
Experience working with Looker, Salesforce, Zendesk, Jira, Confluence or other ticket management systems.
6+ years of industry or customer experience management, showing successful delivery of end-to-end support customer journeys
4+ years of executive-level written and oral communication with multiple levels of business and technical experience
Deep passion for customer success, coupled with a driving motivation to solve problems and continually improve the community support experience.
Exceptional relationship building skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment.
Interest and capacity to coach and mentor community operations team members and champion growth.
Bachelor’s of Science Degree
Experience providing customer support for desktop and/or mobile platforms and applications.
Knowledge and experience of using machine and deep learning to proactively identify and solve community support issues.
Prior experience developing and rolling out global processes and/or community support experience journeys.
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected]