Community Support Specialist
Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!
We serve as a product educator, problem solver, discovery ambassador, and facilitator of delight for the Snapchatter Community and we’re looking for a Community Support Specialist to join Team Snapchat! Working closely with the Customer Operations team, you will help keep Snapchatters secure and offer solutions to questions about the Snapchat app. You’ll work with the Community Support team to provide high-quality support to Snapchatters around the world.
What you'll do:
Respond to customers supporting them as needed using Snapchat’s voice, tone, and branding
Develop and maintain customer sentiment reports through social analytics tool along with analyzing findings and providing product recommendations, tool tips and/or bug fixes for partner teams
Become an expert in our customer service tools and make suggestions for workflow efficiency and growth
Co-own content improvement program tasked with driving efficiencies, ideating and creating custom content for Mobile and Web platforms
Increase stickiness of self-help resources educating Snapchat users
Identify, escalate, and help drive solutions for new issues, trends, and potential bugs
Work closely with Quality Assurance, Product, and Engineering teams, providing them with timely metrics and analysis, investigating potential bugs, and following up with Snapchatters as needed
Knowledge, Skills & Abilities:
Passionate about providing high quality customer support and great user experience
Proven track record of cross functional relationship building and excellence
Excellent verbal and written communication proficiency with high attention to detail
Experience working with a Social Listening tool and providing analysis on reports is a major plus
Ability to focus in a dynamic work environment and thrive while responding to unexpected and highly sensitive challenges
Ability to navigate ambiguous situations and use best judgement to maintain top tier support for Snapchatters
Great judgement and ability to problem-solve both with peers and independently
Minimum qualifications:
3+ years of experience in a support focused or content based role
Preferred qualifications:
Flexible work-hours: full-time, weekends, holidays and late nights as needed. On-call rotation.
At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].
Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid maternity & paternity leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!