We look for people who exemplify our values—kind, creative, and smart. We value diverse opinions and backgrounds so that we can continue to grow and improve every single day.
We are looking for a Senior Community Support Specialist to join the Customer Operations Team. You will help keep Snapchatters secure and offer solutions to questions about the Snapchat app. You will manage projects and initiatives that help improve the customer experience, solve Snapchatter inquiries, and scale our workflows.
Provide world-class customer support to the Snapchat community via various support channels
Identify, escalate, and help drive solutions for new issues, trends, and potential bugs
Develop and maintain customer sentiment reports through social analytics tool along with analyzing findings and providing product recommendations, tool tips and/or bug fixes for partner teams
Lead successful pilots of new support workflows, and help scale to vendor teams
Provide analysis and insights from customer contacts, and help present the data that helps us understand how our users interact.
Become an expert in our customer service tools and make suggestions for workflow efficiency and growth
Work effectively both independently and in a team-based environment, knowing when to call out issues and prioritize resolution.
Ability to deal with ambiguity, effectively cope with change, and shift gears comfortably
Ability to decide and act without having the total picture, handle risk, and manage uncertainty
Provide high quality responses to inquiries from our Snapchatter Community
Ability to think critically and innovate to solve problems independently
Ability to coordinate, collaborate, and negotiate between cross-organizational technical teams and business stakeholders
Self-starter and fast learner
Proven track record in driving cross-functional projects to completion on time
Experience in gaming, eCommerce, payments and fraud identification
Able to derive meaningful insights and recommendations from large data sets
Proficient in reporting and data visualization
Experience working with Looker, Salesforce, Zendesk, JIRA, Confluence or other ticket management systems
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.