Commercial Spam Specialist, Community Operations

Job ID: 640898
Location: Dublin, Ireland
Category: Building
Salary: Negotiable
Job Views:
36
Posted:
01.26.2017
Commercial Spam Specialist, Community Operations
(Dublin, Ireland)
Facebook's mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we're building a different kind of company that helps billions of people around the world connect and share what matters most to them. 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 make the world more open and accessible. Connecting the world takes every one of us—and we're just getting started.
Facebook's mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we're building a different kind of company that helps billions of people around the world connect and share what matters most to them. 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 make the world more open and accessible. Connecting the world takes every one of us—and we're just getting started. Community 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 the Facebook community. We need influencers who can align cross-functional partners to ensure the best possible experience for our platforms. If you like helping people, Community Operations is for you. Facebook is seeking a solutions-oriented, data-savvy self-starter with a passion for helping others, protecting our community and being the voice of our users. This individual will sit within the Global Spam Operations team, and work to improve the overall user experience by delivering qualitative and quantitative insight into user behavior. By providing support to individuals in need, the commercial spam specialist will identify areas for process improvement, help us intelligently scale our operations by optimizing and automating processes, solve challenging problems and help to prevent them. This position is full time and is based in our Dublin, Ireland office.
Responsibilities
Develop a deep understanding of spam and how it affects Facebook, Instagram and our communities
Analyze data to identify trends in malicious accounts and spam
Apply your expertise in quantitative business analysis, data mining, and the presentation of data to identify trends and opportunities in driving down spam and other nefarious behavior
Work directly with users and provide scaled support to resolve their issues, identify user trends, and work with cross- functional partners to resolve issues
Communicate insights around the spam ecosystem to Product Management, Engineering, and other cross- functional partners
Use signals and insights to develop ideas for scalable solutions to support our users
Gather, analyze and utilize relevant data to develop ways to improve the overall user support experience
Use your problem solving skills to resolve large and complex business problems
Ability to use and learn tools like SQL and Excel to drive efficient analytics and reporting
Minimum Qualifications
Bachelor’s degree and/or masters or equivalent experience
1+ years of work experience with online operations (project management, consulting experience, data analysis or technical systems)
1+ years of work experience with data sets
6+ months work experience with SQL
Interest in using new tools and scripting languages (Unix Shell Scripting, Python)
Detective-like mentality - simultaneous desire to help users and obtain the truth
Excellent communication skills
Highly motivated and hard-working with ability to think clearly under pressure, both individually and in team environment
Strategic thinker with strong analytical and creative problem-solving skills
Avid Facebook or Instagram user, a passion for the product and ensuring a good user experience
Ability to rapidly assess, analyze and resolve complicated issues, and distill that complexity into simple and concise communication
Strong analytical skills, with experience solving ambiguous problems using data and providing practical business insights
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