Menlo Park, CA, USA
WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 1 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.
WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them.
WhatsApp Customer Operations' focus is on supporting our users through both direct support interactions as well as scalable solutions, and on improving the health of our products by helping people understand how to use them. Those who join our teams are very passionate about solving people’s issues, and are strong advocates for WhatsApp users.
Provide friendly and efficient customer support via email in English and Spanish to WhatsApp users around the world
Troubleshoot user issues and escalate issues to developers and other cross-functional partners
Be an advocate for the user base you support and a voice of the user to the rest of the company
Continually learn how WhatsApp works on different smartphone operating systems and what features are available on each platform
Evaluate the organization of your workflow to find new issues in the support queues and improved ways of handling existing issues
Bachelor's degree from the United States or equivalent university degree from another country
1+ years customer support experience
Experience using and learning the iOS, Android, and Windows Phone operating systems
Experience multitasking and managing priorities
Bilingual in English and Spanish (read, write and speak)
Experience composing answers to help users
Experience balancing independent tasks/goals while contributing to team goals and collaborating with other team members
Must have the ability to obtain work authorization in the United States at the time of hire, and maintain ongoing work authorization during employment
No international relocation
Knowledge of Latin America and its culture
Experience with communication, presentation, clarifying and summarizing issues
Technical Support background
4+ years of in country experience in Argentina or Colombia within the last 10 years
Chicago, IL, USA
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.
The SMB team contributes directly to the Facebook mission by connecting every small and medium-sized business in the world with their customers on Facebook, and then helping them grow through solutions like pages, advertising, and messaging. We succeed when we help our customers grow their business. Our team is part of the Global Business Group at Facebook, responsible for Facebook’s multi-billion dollar advertising business.
This position is responsible for key verticals within our Account Management team including, CPG, Retail and Financial Services, representing a multi-billion dollar portfolio. The AM team directly enables entrepreneurs and Fortune 2000 clients to drive results through consultation, education, sales and support. This position would oversee revenue growth, talent management, sales, cross-functional partnerships, and operations for the team. Ideal candidates will combine an exceptional ability to coach, develop, and motivate team members and their managers. He/She will have a passion for growing revenue through rigorous account planning and consultative sales techniques; a keen eye for identifying process and workflow opportunities; and a willingness to roll up his/her sleeves and execute the tactics. Success in this position requires a passion for leadership, strong problem-solving skills, a focus on client service, and the ability to thrive in a dynamic, collaborative environment. You must be creative, resourceful, entrepreneurial, and comfortable dealing with ambiguity.
This position reports to the Vice President, SMB North America. This position is full-time and located in our Chicago office.
Team leadership including: strategy, execution, recruiting, talent management and team development
Leadership and management of the SMB AM business
Development of sales and service strategy in partnership with our cross-functional teams & SMB leadership team
Build strong working relationships with leaders across Facebook teams (e.g. product, engineering, programs, business development, marketing, human resources sales planning/operations and finance)
Monitor progress against goals and respond to changes in the market
Diagnose and explain key trends
Align with internal stakeholders team to drive overall revenue growth for the company
Represent the SMB organization with industry organizations, in the press, and with other Facebook teams
12+ years experience in sales, operations, marketing, or consulting
8+ years experience in scaling and leading teams
Demonstrated experience in analytical operations
Proven experience influencing, organizing and communicating with internal and external stakeholders
Team/people leadership experience including recruiting, training and development
Experience prioritizing tasks and objectives
Experience in CPG, Retail or Financial Services
Experience working with or in support of diverse communities
Sales leadership experience