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SalaryThe Service Management and Operations Team is seeking a Product Specialist to help the Reality Labs (RL) customers achieve success by understanding their needs and responding quickly and effectively to requests.We are looking for someone who is a strong and passionate advocate for our customers while managing escalations and communications with Meta Engineering, Quality, and Reliability teams. This role needs to be an influencer to align cross-functional partners to ensure the best possible experience for our customers.
Product Specialist Responsibilities:
Minimum Qualifications:
Preferred Qualifications:
About Meta:
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Product Specialist Responsibilities:
- Drive our consumer technical support strategy and establish processes to optimize for customer satisfaction.
- Own technical support escalations via our established ticketing system.
- Partner with Customer Support to optimize technical support escalation flows.
- Act as a liaison between Customer Support and Engineers.
- As required, work through and own advanced Tier 3 customer related issues through to resolution.
- Support Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions.
- Provide feedback on customer support training and quality improvements needed at vendor partner locations.
- Compile and analyze Voice of the Customer reports.
- Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to cross-functional teams including Engineering, Quality, and Reliability.
- Participate in software and hardware dogfood to provide feedback from customer perspective.
- Communicate the impact of product changes during monthly software release to Customer Support.
- Create Business Requirements Document (BRD) for tooling changes for Customer Support agents to serve customers.
Minimum Qualifications:
- 3+ years of experience in Technical Support, Customer Service or Related Experience.
- Experience in communicating technical content and analytical insights to audiences.
- Experience in using data to influence direction.
- Experience in driving results, motivate, and instill a sense of urgency in others.
Preferred Qualifications:
- Experience building cross-functional relationships at all levels of the organization.
- Achieve results with minimal supervision.
- Consumer Electronics and/or Carrier experience.
- BS or MS degree in Technical Support or Customer Service.
About Meta:
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
