Customer Service Solution Manager - Customer Support
Core
Design, implement, and optimize end-to-end customer service solutions, aligning support strategies with product development to deliver exceptional user and creator experiences globally.
Role type
Senior IC Customer Service Solution Manager
Builds
Comprehensive support frameworks, automated self-service capabilities (AI agents, chatbots), and scalable operational processes (SOPs)
Domain
Technology (Social Media) + Customer Support Operations
Required skills
Process design, operational excellence, project/program management, cross-functional collaboration, strategic planning, data-driven insights, SOP development, user journey mapping
Preferred skills
Regulatory compliance knowledge (GDPR, PSD2), user education leadership, Help Center management, AI-driven support tool familiarity, metric-driven performance management (CSAT, SLA)
Technologies
AI agents, chatbots, advanced knowledge bases, SOP Standards
Responsibilities
Drive end-to-end customer service solution strategies with Product and XFN teams; Translate complex product mechanics into scalable support solutions and user education materials; Lead cross-functional communication to ensure support readiness; Design and scale operational processes and workflows; Ensure consistency across human/AI SOPs and help center articles; Champion innovation by developing automated support capabilities.
Seniority
Senior, hands-on IC
