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.
Business Messaging Support is building a new world-class enterprise support organization focused on the success of businesses leveraging our suite of Business Messaging products. We strive to deliver service excellence so businesses can thrive on our platforms in an open and connected world. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for the broader Meta suite of products. We are looking for a passionate problem solver to develop both a deep and broad comprehension of our business messaging products to understand where our people, processes, and systems need to improve in order to give help to the people who need it most. We are looking for a passionate problem solver to develop both a deep and broad comprehension of the WhatsApp Business API. The goal is to improve our team, processes, and systems to give help to businesses. WhatsApp is seeking a technical mind with strong business acumen and communication skills who is passionate about helping to unpack complex customer issues, willing to improve our customers’ experience, and wants to up-skill the team around them. The ideal candidate is someone who has serviced customers with high expectations using an enterprise product. This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy. This person will combine a deep knowledge of customer experience methodology with broad expertise in data analysis, communication skills, structured problem solving, and technical know-how to directly influence goal setting and its measurement for our team.
Assist our customers in managing complex enterprise systems, and high-quality tools that enable their business.
Guide design and code reviews.
Become an expert on WhatsApp APIs and how to best deploy them and troubleshoot them.
Work closely with product managers, product designers, and engineering to lead or contribute to large-scale projects.
Business case development to support new and improved processes for customers that leverage our APIs.
Influence and advocate for our Business Partners on how best to use our APIs.
Act as a trusted advisor to partners in developing and prioritizing comprehensive, data-driven tool improvement requests and raise core problems to our Engineering and cross functional partners.
Act as a portal for technical communication between outside developers and our product teams.
Ability for 20% international travel (current conditions allowing).
Experience communicating with cross-functional partners (both technical and non-technical audiences).
Analytical-thinking and problem-solving experience.
Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.
BA/BSc degree in Engineering, Computer Science or related field or international equivalent. 4+ years of programming experience.
Experience with the full web stack, REST API development and technologies, and bug management support.
Experience working autonomously and prioritizing work with minimal input.
Experience with managing key customer relationships.
Experience working in a technology company, consulting firm or equivalent fast-paced environment.
Experience with process change management or process improvement.
Knowledgeable in driving solutions for global business use cases.
Experience with large scale enterprise system development.
Proven experience collaborating and communicating across a global team and with external partners.
Time management and multitasking experience.
4+ years of project management experience communicating with people at all levels (internal and external).