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Job Descrption

Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services 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. To apply, click “Apply to Job” online on this web page.Premier Partner Support Project Specialist Responsibilities

• Act as a liaison between Meta and its partner customers to facilitate product and service delivery.
• Develop and share deep expertise on a range of Facebook and Instagram products.
• Become an expert in the support experience for Partners
• understand and resolve their inbound product questions and issues.
• Respond to Partner inquiries or escalations with high quality, speed, empathy and accuracy
• communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution.
• Investigate escalations from internal stakeholders, including to but not limited to executive team members, directors, partner managers
• lead respective escalations to resolution and report on root causes, product performance issues, or other complexities in operations.
• Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner experience.
• Effectively plan and execute team-wide projects to further our mission and improve Partner experience while liaising with cross-functional partners to move these initiatives forward
• and play an active role by contributing to improving policies, product, process, and support system solutions.
• Monitor and track metrics & KPIs while driving adherence to Service Level Agreements across relevant domain focus, e.g. Rights Management, Policy, or Monetization.

Minimum Qualifications

• 36 months of experience in the job offered or in a related occupation. Experience must include 36 months involving the following:
• 1. Investigative analysis techniques including A/B testing, troubleshooting, and pattern recognition
• 2. Vendor coordination with focus on customer service and turnaround time
• 3. Quality testing large volumes of escalations against scorecard
• 4. Scorecard A/B testing for relevance and adaptability
• 5. Defect and ticket ingestion, tracking, and resolution
• 6. KPI and metric tracking across multiple support channels
• 7. Copyright investigation with focus on fraud monetization
• 8. Working in an online operations, technical support, or product support environment and
• 9. Communicating, collaborating, and influencing internal and external cross-functional partners.

LocationsAbout 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—beyond the constraints of screens, the limits of distance, and even the rules of physics. Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com. $171,206/year to $192,170/year + bonus + equity + benefits

Individual pay is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base salary, Meta offers benefits. Learn more about benefits at Meta.

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