Identity Operations Specialist II at Snap Inc.
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.
Snapchat is the camera used by over 150 million people every day to Snap with family, watch Stories from friends, see events from around the world, and explore expertly curated content from top publishers. In short, we are a passionate team working hard to build the best platform in the world for communication and storytelling.
We’re looking for an Identity Operations Specialist II to join Team Snapchat! Working closely with the Customer Operations team, you will help keep Snapchatters secure and offer solutions to questions about the Snapchat app. Working from our Los Angeles office, you’ll work with the Identity Operations team to provide high-quality support to Snapchatters around the world.What you'll do:
Respond to Snapchatter questions through Snap Inc.’s support accounts (via Email Support)
Identify, escalate, and help drive solutions for new issues, trends, and potential bugs
Become an expert in our customer service tools and make suggestions for workflow efficiency and growth
Review team members’ work product, create and deliver training, and provide feedback
Serve as a consultative partner with our vendor team and provide expertise for processing all types of requests with a high degree of quality and efficiency
Work closely with Quality Assurance, Product, and Engineering teams, providing them with timely metrics and analysis, investigating potential account access issues, and following up with Snapchatters as needed
You set an example and are an active mentor of others. You are a well respected member of the team and focus on achieving results.
Excellent verbal and written communication skills
Ability to prioritize tasks and work independently with minimal oversight
Ability to focus and thrive in a dynamic work environment
Great judgement and ability to problem-solve, both independently and with peers
Able to work independently while also operating as a collaborative team player
Bachelor’s degree or equivalent work experience
3+ years of relevant work experience
Flexible work-hours: full-time and weekends as needed
Experience investigating fraud, spam, or other types of abuse is a huge plus!
Data driven with proven track record managing data sets, and reporting to inform decision making
Experience collaborating with internal and external stakeholders at all levels of the company
Developed perspective on prominent trends and issues in the online safety world
Passion for Snapchat, and creating a fun and creative user experience
Passionate about providing high quality customer support
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. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].