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    Customer Service Program Manager, Reality Labs - Sunnyvale, United States - Facebook

    Facebook
    Facebook Sunnyvale, United States

    1 week ago

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    Description
    Reporting to one of our Global Contact Center Operations Manager as a Customer Service Program Manager at Meta Reality Labs (MRL), you will be expected to apply a laser focus on identifying & solving for some of the toughest customer facing issues, document important findings and then assist in the creation/implementation of global processes to mitigate them going forward. While serving as a primary point of contact between contact center operations teams and Meta Reality Lab internal teams such as engineering/operations/product/platform. You'll be expected to leverage available resources, apply critical thinking and use internal tools to investigate and identify solutions to delight customers and turn the toughest, disgruntled ones into product advocates and promoters. This is a fast-paced environment requiring you to be calm under pressure, have a readiness to tackle adversities and always be ready to display superior judgment. Another aspect of your mission will be to help instill confidence in frontline agents, surface any new/urgent issues to the appropriate internal teams and provide timely & accurate resolutions to customer issues alongside the RL Customer Support Tier 3 team. Your ultimate goal is to provide the appropriate guidance and creative solutions to achieve ultimate customer satisfaction.

    Customer Service Program Manager, Reality Labs Responsibilities:

    • Investigate, troubleshoot, provide guidance, or respond directly to escalated support requests on any Meta Reality Labs product via email, chat, or phone
    • Cascade messaging to contact center agents for sensitive issues from legal and communication teams in an accurate and timely manner
    • Develop and deliver training and associated knowledge base content to contact center agents
    • Outreach to customers regarding sensitive issues identified by business teams
    • Lead and contribute in support related meetings with contact center agents
    • Learn and flawlessly execute handling of sensitive (legal, payment, risk, safety) support requests
    • Assist in calibrations with contact center agents' quality and evaluation of dissatisfaction drivers
    • Identify and raise awareness for emerging high-level issues to appropriate business teams and provide updates, request customer facing alerts and update agents until final resolution
    • Draft and maintain agent-facing knowledge base articles for handling process, troubleshooting steps, and promotions
    Minimum Qualifications:

    • 3+ years' experience as a customer service position in a customer-facing communications, gaming support, community management and/or customer service type role
    • Experience supporting ecommerce platforms/services such as app stores, hardware/software sales or other forms of digital content for consumer purchases
    Preferred Qualifications:

    • Experience providing technical support for products such as VR headsets, smart devices, laptops, mobile phones or desktops
    • Lean Six Sigma or PMP certification
    • Experience using ticketing systems such as Zendesk, Salesforce etc. Preference given to candidates with Zendesk or Salesforce Administrator experience
    • Experience with Customer Service management or supervising
    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 accommodations-
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