Senior Community Support Specialist Job at Snap Inc | The Dots
Job Expired
1 month ago
  • Level Senior
  • Professions Community Manager, Customer Services Manager
  • Type Full Time
  • Location London, United Kingdom

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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.
What you’ll do:
  • 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.
Knowledge, Skills & Abilities:
  • 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
Minimum Qualifications:
  • Bachelor’s degree
  • 5+ years of industry experience showing successful delivery of programs following standard project/program management methodologies
  • 3+ years of executive-level written and oral communication with multiple levels of business and technical experience
  • Able to work in a diverse environment
Preferred Qualifications:
  • Experience providing customer support for desktop and/or mobile applications
  • Fluent in English and Arabic in reading, writing, and speaking
  • Lean Six Sigma certification (e.g., green belt, black belt, master black belt, or other)
  • Project Management Professional (PMP) certification
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.

Skills Required

  • Community Management
  • Customer Services
  • Management

People who have worked with Snap Inc