Support Account Manager

**Responsibilities**:
- Act as a point of escalation for strategic customers or partners, coordinate customer calls and remote troubleshooting when required.
- Ensure that escalated WhatsApp Business API issues are resolved timely and communicated to the customer meeting their expectations.
- Work closely with the Account Management and Partnerships team, comprehend the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and partners.
- Meet with customers or partners, prepare and add the support view to operational review meetings and share best practices for dedicated accounts.
- Work with the global Support team and Cross Functional Team partners to improve efficiency and quality of Support processes and tools.
- Analyze tickets and provide recommendations that improve the customer experience.
- Build relationships with Product and Engineering teams to improve the product and advocate for customer needs. Ability to travel 20% internationally as needed (No travel currently due to Covid-19).
- Incident and Escalation management best practices.
**Minimum Qualifications**:
Exhibit a balance of analytical skills which serves a variety of audiences, both internal and external Experience building relationships and effectively leverage them to remove blockers and expedite work.
- Demonstrated experience troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations.
- Demonstrated experience multitasking & prioritizing in a fast-paced, stressful environment, while delegating or working alongside others.
- Knowledge in ensuring an user experience through attention to detail and nuance Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action.
- Proficiency in Spanish, English and Portuguese.
**Preferred Qualifications**:
Exhibit a balance of analytical skills which serves a variety of audiences, both internal and external Experience building relationships and effectively leverage them to remove blockers and expedite work.
- Demonstrated experience troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations.
- Demonstrated experience multitasking & prioritizing in a fast-paced, stressful environment, while delegating or working alongside others.
- Knowledge in ensuring an user experience through attention to detail and nuance Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action.
- Proficiency in Spanish, English and Portuguese.
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

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