Responsibilities
- Lead the development and execution of global social support and care strategies, creating roadmaps, playbooks, and defining brand voice and tone for public engagement.
- Establish and manage a high-performing support presence across social platforms such as Reddit, X, LinkedIn, and related channels to meet users in their preferred environments.
- Design and maintain global crisis response protocols, including handling data breaches, scam alerts, and post-incident trust recovery.
- Enhance real-time monitoring, prioritization, and resolution of user issues including account access, identity verification, fraud reports, and service dissatisfaction.
- Coordinate with Fraud, Product, Trust & Safety, and Engineering teams to identify root causes and implement preventive solutions.
- Manage escalation processes that transition seamlessly from automated systems to skilled human agents, ensuring empathetic and effective support.
- Partner with operations to define support policies, service level agreements, and performance metrics that ensure accountability and continuous improvement.
- Promote clear, reassuring, and trustworthy public communication, serving as a credible representative of the company's customer support experience.
Work Arrangement
Hybrid
Other
The company operates with a remote-first model but includes quarterly in-person working sessions known as 'surges' for team alignment and intensive collaboration.
