Sr. Partner Solutions Analyst
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 millions of 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.
Snapchat Discover features the best content on mobile created and curated by the top publishers and producers in the world. It is our central hub of content and programming where we keep users up-to-date on breaking news, big events, celebrities gossip, pop culture, and more.
The Partner Operations team’s mission is to drive partner success by delivering best-in-class support to our global content partners, providing seamless guidance and technical/operational support. Our goal is to ensure partners are given comprehensive support when and where they need it.
We’re looking for a Sr. Partner Solutions Analyst to join our Partner Operations team. You will work cross functionally with product, engineering and media partnership teams to deliver outstanding customer and technical support to our content partners
What you’ll do:
Provide best-in-class customer support on complex technical issues to Snap’s content partners both internally and externally, primarily via Zendesk
Be an expert on Snap’s proprietary content management tools; use data and knowledge to troubleshoot reported issues and bugs
Escalate partner issues to relevant product and engineering teams, facilitate internal collaboration and communication to resolve them
Advocate on behalf of our partners to cross-functional teams in order to drive product solutions and develop process improvements that enhance internal operations.
Knowledge, Skills & Abilities:
Highly organized and detail oriented with a proactive work-style
Ability to manage multiple projects and effectively work with cross-functional teams at all levels of management (internally and externally)
Excellent verbal and written communication skills
Able to explain complex issues in an easy to understand and engaging manner
Able to work independently whilst also operating as a collaborative team member
Minimum qualifications:
3+ years of experience working in technology or related field
1+ years of customer support or client service experience troubleshooting and resolving customer issues
Experience working with CRM systems such as Zendesk, Salesforce or similar etc.
Preferred qualifications:
Customer driven with a passion for supporting our content partners
Demonstrate track record of providing outstanding customer service
Proficient in G Suite software (Gmail, Google Docs, Google Sheets, etc.)
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].