About Company
Meta Platforms, Inc. connects billions of people around the world, building technology that helps people find communities and grow businesses. Our family of apps and services includes Facebook, Instagram, WhatsApp, Messenger, and Oculus. We are constantly innovating to bring the world closer together, from enhancing social connections to exploring the future of immersive digital experiences. Joining Meta means contributing to a mission-driven organization where impact, collaboration, and personal growth are deeply valued. We empower our employees to make a difference on a global scale, fostering an environment where diverse perspectives lead to groundbreaking ideas and solutions. At Meta, you’ll be part of a team that shapes the future of technology and human connection.
Job Description
Are you passionate about helping people and ensuring a positive user experience? Meta Platforms is seeking a dedicated and empathetic Customer Experience Specialist to join our team in Edgewood, Kentucky. In this crucial role, you will be on the front lines, providing exceptional support and guidance to our global community across various Meta platforms. You will interact directly with users, addressing their inquiries, resolving complex issues, and providing solutions with professionalism and care. This position requires a keen eye for detail, excellent problem-solving abilities, and a commitment to upholding Meta’s community standards and values.
We are looking for individuals who thrive in a fast-paced environment, possess strong communication skills, and are eager to learn and adapt. You will be instrumental in identifying trends in user feedback, escalating critical issues, and contributing to the continuous improvement of our products and support processes. This is an exciting opportunity to make a tangible impact on the daily lives of billions of users, working alongside a diverse and innovative team dedicated to connecting the world. If you are a proactive, user-focused individual ready to contribute to a leading technology company, we encourage you to apply and help us build a better, safer, and more connected future.
Key Responsibilities
- Provide exceptional customer support across Meta's family of apps (Facebook, Instagram, WhatsApp, Messenger, Oculus) through various channels including chat, email, and potentially phone.
- Investigate, diagnose, and resolve user-reported issues, ranging from account access problems and technical glitches to content policy violations and privacy concerns.
- Educate users on product features, community standards, and best practices to ensure a positive and safe online experience.
- Escalate complex or critical issues to senior support teams, engineering, or policy teams as necessary, providing clear and concise summaries.
- Document all user interactions and resolutions accurately in our internal systems.
- Identify and report recurring user issues or emerging trends to help improve products and support tools.
- Contribute to the creation and maintenance of help center articles and internal knowledge base documentation.
- Participate in training and quality assurance programs to continuously enhance support skills and product knowledge.
- Collaborate with cross-functional teams to improve overall user satisfaction and platform integrity.
Required Skills
- 1-2 years of experience in a customer service, customer support, or technical support role.
- Excellent written and verbal communication skills with a strong command of English grammar and spelling.
- Demonstrated ability to empathize with users and provide patient, clear, and professional assistance.
- Strong problem-solving skills and the ability to troubleshoot technical issues effectively.
- Proficiency in using customer relationship management (CRM) software and support tools.
- Ability to work independently and as part of a team in a dynamic, fast-paced environment.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in Communications, Business, or a related field.
- Experience with social media platforms and a strong understanding of online community dynamics.
- Familiarity with Meta's products (Facebook, Instagram, WhatsApp, Messenger) and their features.
- Experience in content moderation or trust and safety roles.
- Fluency in additional languages (e.g., Spanish, French, German).
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including vacation, sick leave, and holidays.
- 401(k) matching program to help you save for retirement.
- Life insurance and disability coverage.
- Employee assistance program for personal and professional support.
- On-site amenities including a modern workspace, cafeteria, and wellness facilities.
- Opportunities for professional development and career growth.
- Access to Meta's innovative internal tools and resources.
- Supportive and inclusive company culture.
- Commuter benefits (where applicable).
How to Apply
To apply for the Customer Experience Specialist position at Meta Platforms, please click on the application link below. You will be redirected to our official careers portal where you can submit your resume and cover letter. Ensure your application highlights your relevant customer service experience and your passion for helping users. We look forward to reviewing your application!