Russell Tobin is seeking an Operations Account Agent to work remotely based out of our clients Los Angeles campus on a contract basis (must be local to LA). This is an excellent opportunity to join the world’s largest social media network headquartered in Menlo Park, California who enables over a billion users to openly connect with friends and family, share content, and discover the world.
This individual will directly support our partners, provide delightful partner support experiences and help to reduce issues with our video programs and related products. Candidates will be self-motivated, organized, and excited about getting into the weeds with operational issues. Candidates should also be comfortable in ambiguity and flexible to frequent changes in a fast-moving environment. This role is based in Los Angeles, CA.
RESPONSIBILITIES
- Provide our partners with a delightful, high touch and effective support experience
- Onboard partners to our deal programs and serve as primary Ops point of contact
- Respond to inbound partner inquiries about product features, bugs, etc.
- Troubleshoot complex issues and translate pain points to effectively resolve issues
- Improve our support workflows around issue resolution and product insights
- Spot trends in partner issues and communicate feedback to cross-functional teams
- Track deal requirements and operationalize processes to improve partner experience
- Help build and maintain a central knowledge base
- Train new employees on current workflows, standard processes, and internal tools.
- Develop product and issue specialization to improve the quality of support
MINIMUM QUALIFICATIONS
- 2+ years of experience in operations, account management or customer support
- Experience using Excel and/or basic data & insights tools
- Strong written and verbal communication skills
- Strong attention to detail
- Fluency in English in a business environment
- Proficiency in Spanish and/or Portuguese in a business environment
- Able to work non-traditional hours (outside of 9am-6pm) occasionally