Sr. Community Support Specialist
: Job Details :


Company : Snapchat


Job Location : London, UK


Posted on : Tue, 15 Sep 2020 14:15:36 GMT


Job Description :

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

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:

  • Provide high quality responses to inquiries from our Snapchatter Community

  • Ability to think critically and innovate to solve problems independently.

  • Ability to work, communicate, and collaborate with key 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

  • 3+ years of relevant work experience

Preferred Qualifications:

  • Fluent in English and Arabic in reading, writing, and speaking

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. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at accommodations-ext@snap.com .




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