Market Specialist, Community Operations, Sub-Saharan African
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.
The Community Operations team is seeking a solutions-oriented, data-savvy Market Specialist who is passionate about providing a great support experience for our community of users. The successful candidate will work with the African market team to review content reported for potential abuse, resolve user account issues, improve the overall support experience for that market, as well as solve thematic global issues. The Market Specialist will be part of a data-driven analysis culture and will also help scale our operations by optimizing and automating processes, solving challenging problems and, most importantly, helping to prevent them. This position is full time and is based in our Dublin, Ireland office.
Investigate and resolve issues that are reported on Facebook such as requests for account support and reports of potentially abusive content
Respond to user inquiries with high quality, speed, empathy and accuracy
Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the Sub-Saharan African market
Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
Use your problem solving skills to resolve large and complex business problems
Bachelors degree and/or masters or equivalent experience (mathematics or scientific discipline is preferred)
Strategic thinker with strong analytical and creative problem-solving skills
Passion for supporting the Facebook community
Excellent communication and collaboration skills
A self starter and be able to multitask different priorities of work in a fast paced, ever changing environment
Technical and data skills such as Excel and SQL are a plus
Fluency in written and conversational English and Afrikaans/Xhosa/Zulu languages strongly Preferred