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Community Operations Contractor

Summary

 

Community Operations, as a whole, focuses on supporting our users through 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. This specific contractor role targets supporting direct interactions through multiple verticals and across a wide range of community issues. The ideal candidate will ensure that our customers have a positive user experience while at the same time enforcing our terms of use.

 

Duties


  • Enforce our Terms of Use and identify relevant trends
  • Investigate and provide support to users who are unable to access their accounts
  • Inform and provide insights regarding existing policies within Community Operations

 

Responsibilities 


  • Develop and maintain a deep understanding of Facebook's Community policies by maintaining a high level of accuracy
  • Identify and escalate any relevant trends and/or errors across all workflows  
  • Provide empathetic and thoughtful customer support when responding to user inquiries 
  • Raise visibility and tackle inefficiencies in workflow processes 

Skills


  • Highly motivated and hard-working with the ability to think clearly under pressure, both individually and in a team environment
  • Ability to stay motivated while performing repetitive work
  • Ability to learn workflows and policies quickly and apply this learning to workflows
  • Avid Facebook user with a passion for the product and ensuring a good user experience 
  • Strong attention to detail with the ability to rapidly assess, analyze, and resolve complicated issues with varying degrees of ambiguity 
  • Excellent written communication skills
  • Strong understanding of various software programs, Microsoft Office, Outlook, etc.
  • Willingness to work weekends

BA/BS Preferred

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