Support Design Specialist - Payments Operations
@ Meta

Dublin, County Dublin, Ireland
$120,000
On Site
Full Time
Posted 22 days ago

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Job Details

About the Role

The Support Design Specialist - Payments Operations at Meta delivers, manages, and optimises payment support. This role is key in enhancing customer experience and streamlining agent-level processes, escalations and internal workflows.

Responsibilities

  • Support vendor delivery of customer support and resolve escalations.
  • Gain expertise in payments experience tools, systems, and data.
  • Identify process gaps and implement efficiency improvements.
  • Analyse program metrics to collect insights and prioritize improvements.
  • Collaborate with operations teams to refine support experiences.
  • Manage projects and coordinate new product support effectively.
  • Ensure documentation is accurate and available for review.
  • Anticipate challenges and develop proactive risk management plans.

Minimum Qualifications

  • 2+ years in operations, customer support or equivalent environment.
  • Experience in strategic/analytical initiatives including project management and data analysis.
  • Proven ability to communicate with cross-functional teams including technical groups.
  • Experience in creating, implementing, and refining business processes.

Preferred Qualifications

  • Skilled in handling complex support tickets and managing escalations.
  • 3+ years in online operations, consulting or similar environments.
  • 2+ years in payments, trust and safety customer support.
  • 3+ years in project or program management.
  • BA/BS degree required.

About Meta

Meta builds technologies that help people connect, build communities, and grow businesses. With products like Facebook, Messenger, Instagram, and WhatsApp, Meta is committed to evolving digital connection and pioneering immersive experiences like augmented and virtual reality.

Key skills/competency

  • Customer Support
  • Payments
  • Process Design
  • Project Management
  • Data Analysis
  • Operational Efficiency
  • Escalation Management
  • Collaboration
  • Tool Optimization
  • Documentation
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How to Get Hired at Meta

🎯 Tips for Getting Hired

  • Customize your resume: Highlight operations and support experience.
  • Showcase project management: Detail strategic initiatives handled.
  • Prepare technical insights: Emphasize support tools familiarity.
  • Research Meta: Understand their mission, culture, and products.

📝 Interview Preparation Advice

Technical Preparation

Review payments systems and support tools.
Practice data analysis and reporting techniques.
Brush up on project management fundamentals.
Study process design and workflow improvements.

Behavioral Questions

Explain handling difficult escalations.
Describe cross-team collaboration experiences.
Discuss managing project deadlines.
Share experiences improving customer support.

Frequently Asked Questions