Support Design Specialist - Risk & Payments

Support Design Specialist - Risk & Payments at Meta

Meta's Risk & Payments Operations team is dedicated to empowering customers to seamlessly pay and be paid across various audiences and Meta products by delivering, managing, and optimizing Payments support. As part of Meta's broader Customer Support transformation, we are revolutionizing how we engage with customers—including Advertisers and Creators—through an AI + Specialized Human Workforce model.

As a Support Design Specialist in our Payments Operations team, you will design and optimize customer experiences across both AI-powered and human-led support channels. You will be a subject matter expert and escalation point for complex payments issues, working hands-on to resolve cases while using those insights to improve processes, AI capabilities, and specialist workflows. Your work ensures that customers receive fast, accurate resolutions—whether through intelligent automation or expert human support.

Support Design Specialist - Risk & Payments Responsibilities:

• Lead the design, implementation, and continuous improvement of end-to-end support workflows, evaluating interconnected systems to optimize both AI-led case resolution and specialist human handling at scale
• Develop and maintain knowledge content, documentation, and decision frameworks that power both AI agents and human specialists
• Serve as a escalation point for complex payments cases that require domain expertise and human judgement, resolving issues directly while maintaining quality and compliance standards
• Perform case labeling and annotation activities to train and calibrate AI-led support routines, ensuring accurate resolution logic and establishing ground truth for quality measurement
• Systematically monitor and analyze program metrics across AI automation and human channels exercising judgment to interpret data and recommend strategic optimizations that align with team-level goals
• Proactively identify workflow, tooling, and process gaps by examining problems from multiple perspectives, and drive improvements through cross-functional collaboration
• Partner with Product, Engineering, Data and Vendor Operations teams to scale support capabilities and improve the payments experience
• Partner with Product teams to set up support new product launches and expansions
• Communicate insights and recommendations to leadership with a strategic lens, advocating for process, tooling, and agent enablement investments that drive measurable customer impact

Minimum Qualifications:

• Currently has, or is in the process of obtaining a Bachelor's degree in a directly related field, or equivalent practical experience. Degree must be completed prior to joining Meta
• 4+ years of experience in operations, customer support, or equivalent environment
• 3+ years of experience in roles involving strategic/analytical initiatives (project management, consulting, data analysis, or technical systems) and/or customer operations
• Demonstrated success handling complex escalations and resolving ambiguous customer issues
• Proven analytical skills, translating data insights into actionable process improvements
• Proven experience creating, implementing, and improving business processes
• Demonstrated success in communicating, collaborating and influencing cross-functional partners, including engineering and technical teams
• Growth mindset with enthusiasm for learning emerging technologies and adapting to rapid change

Preferred Qualifications:

• Experience working with AI-powered support tools, automation platforms, or data-driven workflow optimization
• 3+ years of experience in online operations, consulting, or similar environment
• 3+ years of experience in customer support for payments, risk, trust and safety, or related domains
• Experience with data analysis tools (SQL, spreadsheets, dashboards) to monitor and optimize operational performance
• Expertise in payments processes, compliance, or financial operations
• BA/BS degree

About Meta:

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today.

Key skills/competency

• Support design
• Payments operations
• Risk management
• AI support
• Customer experience
• Workflow optimization
• Data analysis
• Cross-functional collaboration
• Escalation management
• Knowledge management