As a Support Designer in our Payments Operations team, you will implement and continuously improve customer experience for agent-level processes, escalations and internal workflows. We are advocates for a better customer experience, driving customer focused support efforts, allowing for faster resolution, and providing insights to product teams about user experiences.

Support Design Associate, Payment Operations (University Grad) Responsibilities:

• At Meta, we're focused on delivering great customer service - you’ll handle customer escalations, provide insights for escalation drivers, and recommend changes to reduce volumes
• Manage the incident management process and tracking for the cross-functional teams
• Partner with Operations, Product, and Engineering teams to solve problems at scale
• Keep stakeholders informed of common escalation reasons via analysis and presentations
• Support product launch and process improvement roll out including: decision tree updates, content creation, testing and agent training
• Perform agent adherence calibrations to support agent quality and identify training or process improvement opportunities
• Drive efficiencies, identify gaps and recommending improvements
• Develop an understanding of payments experience processes, infrastructure, tools, systems, and data
• Contribute to team insights that allow new products to scale and improve the payment product experience
• Manage project documentation to guarantee completeness, accuracy, and timely access for staff and leadership review
  
  

Minimum Qualifications:

• Currently has, or is in the process of obtaining a Bachelor's degree. Degree must be completed prior to joining Meta
• Experience working in customer support or within a customer-focused operations environment
• Experience collaborating with cross-functional teams to achieve shared goals
• Experience applying analytical thinking to identify and resolve problems
• Professional experience in customer support, payments, trust & safety, or similar environments
  
  

Preferred Qualifications:

• Professional experience in a project-driven setting
  
  

About Meta:

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.

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].

$34.62/hour to $40.38/hour + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.