Roles & 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 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)
• Effectively contribute in decision-making meetings with other managers and team leads through providing thoughtful ideas and proposals on matters of importance building trust in high pressure/fire-drill situations
• Independent gather and analyze information based on data to identify specific trends/opportunities, making appropriate recommendations through anticipating future business needs that improve the overall support experience, sharing knowledge across the team
• Regularly frame and consider issues within the larger scope and goals of the team, creating actionable insights or tasks that have key business impact
• Independently think through end-to-end execution, using judgment to understand how actions may impact other stakeholders and communicate in advance
• Demonstrate thought-leadership to help drive strategic decisions that promote growth within the team, org, and cross-functional teams
• Confidently and constructively challenges priorities and/or the direction of a certain project identifying areas where we can pause, remove roadblocks, stop pieces of work, and/or re-prioritize resources
• Regularly coach others through projects and/or initiatives, from initial problem scoping, to methodology and project management through being known as an expert across the global team and company on a particular topic
• Participate in interviewing and hiring decision making through understanding of team growth goals, both for current and future strategy
• Consistently deliver constructive feedback to peers in a way that strengthens relationships and enables projects to advance more quickly while motivating and uniting the team to achieve common goals
• Proactively creates an atmosphere where team members continue to strive to contribute to the Customer Operations team and our Engineering Partner teams

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