Facebook is a corporation and online social networking service headquartered in Menlo Park, California, in the United States. Its website was launched on February 4, 2004, by Mark Zuckerberg with his Harvard College roommates and fellow students Eduardo Saverin, Andrew McCollum, Dustin Moskovitz and Chris Hughes. The founders had initially limited the websit...
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WhatsApp is a fast, simple and reliable way to talk to anyone in the world. More than 2 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere.
WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas - making it accessible and reliable wherever you are. It's a simple and secure way to share your favourite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world. WhatsApp Customer Operations' mission is to make each user feel like WhatsApp was made for them.
WhatsApp Customer 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 WhatsApp users.
Responsibilities
Core Operations: Effectively manage all service channels for your market by monitoring market specifics queues and ensure that all user inquires are handled in a timely manner
Liaise closely with our vendors to ensure all operational KPIs and quality standards are meet and exceed targets while working collaboratively to improve processes and tools
Collaborate with partners in Product, Analytics, and Research to improve our processes and tools
Foster an environment of collaboration and build relationships with stakeholders to contribute to company priorities
Market Insights: Use market specific knowledge, signals, and insights to identify and develop scalable solutions to improve the experience for our users
Leverage various channels to flag and escalate user sentiment on our product to the appropriate cross-functional partners to drive product impact
Provide in-depth market summaries, inclusive of narratives that focus on trends, events, and improvement suggestions
Risk Mitigation: Own and manage the risk of any critical events for your region
Create local risk mitigation strategies in partnership with cross-functional teams for local events.
Minimum Qualifications
Bachelor's Degree and/or Master's or equivalent experience
3+ years in a customer support or operations role
Proficient in English and Hausa
Strategic thinker with analytical and creative problem-solving skills
Clear communication with experience structuring and delivering presentations to an executive level
Gmail
Yahoomail