Facebook

Customer Support Executive Escalation Specialist, Facebook Reality Labs

Facebook

September 15, 2021

As Customer Support Executive Escalations Specialist at Facebook Reality Labs, you will be part of an amazing Customer Service team driving customer satisfaction on amazing products. You will be responsible for highly sensitive escalations raised to our corporate executives and CS team. You will apply a laser focus approach to responding to escalated cases received through various Social Media platforms, received by various executives, Better Business Bureau (BBB), Attorney General, and other Facebook cross-functional teams. You will own end-to-end these customer interactions for all FRL products. You will apply your robust brand and product knowledge, keen research skills, and strong soft skills to communicate clearly with customers and internal parties, and work these cases to resolution. You will use multiple customer support communication channels to interact with customers, including emails, ticket submissions, phone, and social media.
  • Gather, compile and analyze complaints escalated via different internal channels.
  • Be the main POC to FRL customers that raise concerns/complaints to our internal and cross-functional executive teams. You will deal with highly sensitive escalations, including the BBB, US Attorney Generals, Legal agencies, Social influencers etc.
  • Take a customer-focused approach to handling complaints and escalations. Understand the customer grievances, exercise empathy and soft skills.
  • Connect with customers through social platforms and/or other channels such as email, chat and phone to provide the best possible resolution.
  • Assist in the evaluation of escalated scenarios, investigate issues, identify root causes and make recommendations to relevant processes/policies to the CS Management team.
  • You will work cross-functionally with members of the FRL CS, Product, Legal and other internal teams to address customer concerns.
  • Update FRL Executives and Stakeholders of status/outcome for each case.
  • Help to improve and refine all relative escalation processes. Ensure all communications are carried out per FRL Customer Care Operations procedures.
  • 2+ years experience in supporting regulatory groups and/or executives.
  • Demonstrated handling of escalations in either a compliance or complaint handling aspect.
  • Hyper focused on delivering results with a Customer Experience first approach.
  • Possess highly critical thinking and meticulous investigation skills.
  • Proven communication skills.
  • Experience in follow-up and follow through to resolution required on all escalations.
  • Experience multitasking and working in a fast paced environment with minimal supervision.
  • Knowledge in identifying potential improvements in workflows and processes.
  • Project Management and/or process mapping experience.
  • Experience using Zendesk, Medallia and various Social Listening platforms is preferred.
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. Facebook is proud to be an Equal 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. Facebook 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-ext@fb.com.