Customer Experience Operations Specialist

RESPONSIBILITIES

● Respond to user inquiries with high quality, speed, empathy and accuracy ensuring a positive experience for our users

● Communicate and collaborate cross-functionally in order to lead issue resolution across teams, and troubleshoot quickly and effectively to drive resolution in a timely manner

● Develop a deep understanding of the support experience for users, resolving inbound product/policy questions and issues, and providing expert guidance to internal stakeholders

● Investigate escalations from internal stakeholders and lead them to resolution

● Make informed recommendations to improve user experience with Client’s products, supporting workflows, and address areas for product support optimizations

● Identify trends, develop solutions and implement new processes to optimize team workflows, streamline operations and enhance user experience

● Proactively investigate, troubleshoot, and resolve sensitive escalations

● Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams at Facebook in order to implement optimal solutions

MINIMUM QUALIFICATIONS

● 2+ years of experience in operations, customer support, technical support, or account/partner management

● Expertise in issue resolution: Skilled in navigating and resolving complex tickets, with a strong track record of delivering timely and effective solutions.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.