Menlo Park, California, US
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1.5 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.
WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them. WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for WhatsApp users.
Queue management including effectively managing all service channels for your market by monitoring market specifics queues and ensuring that all user inquiries are handled in a timely manner.
Liaise closely with our vendors to ensure all operational KPIs and quality standards are meeting and exceeding targets while working collaboratively to improve processes and tools.
Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users.
Leverage various channels (e.g. social media) to flag and escalate user sentiment on our product to the appropriate cross-functional partners to drive product impact.
Provide in-depth market summaries, inclusive of narratives that focus on trends, events and improvement suggestions.
Own and manage local events calendar for your country (elections, holidays, etc.).
Create local risk mitigation strategies in partnership with cross-functional teams for local events.
Collaborate with cross-functional partners in Product, Analytics, Research etc. to improve our processes and tools.
Foster an environment of collaboration and cross-site partnership.
Engage and build relationships with cross-functional teams and stakeholders in order to contribute to company goals with your market expertise.
3+ years in a customer support, general operations, local market, or field operations role
Communication skills and fluency in both English and Portuguese
Experience using and learning different phone operating systems (Android, iPhone, etc.)
Strategic thinker with analytical and creative problem-solving skills
Proven communicator with experience structuring/delivering presentations at all levels
Local knowledge of Brazil and the culture
Bachelors degree and/or masters or equivalent experience
4+ years of in country experience (living or full immersion in Brazil) within the last 10 years
Experience working with cross-site teams in different time zones