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[Remote] Support Design Specialist, Risk & Payment Operations
Note: The job is a remote job and is open to candidates in USA. WhatsApp, part of Meta, is dedicated to empowering customers in the payments ecosystem. As a Support Design Specialist, you will design and optimize customer experiences across AI-powered and human-led support channels, ensuring fast and accurate resolutions for complex payments issues.
Responsibilities
- Design, implement, and continuously improve end-to-end support workflows that optimize both AI-led case resolution and specialist human handling
- Develop and maintain knowledge content, documentation, and decision frameworks that power both AI agents and human specialists
- Perform case labeling and annotation activities to train and calibrate AI-led support routines, ensuring accurate resolution logic and establishing ground truth for quality measurement
- Drive efficiencies and improve the support experience by identifying workflow and tooling gaps and driving improvements through cross-functional collaboration
- Systematically monitor and analyze program metrics across AI automation and human channels to drive program optimization
- Partner with Product, Engineering, Data and Vendor Operations teams to scale support capabilities and improve the payments experience
- Partner with Product teams to set up support new product launches and expansions
- Communicate insights and recommendations to leadership, advocating for process, tooling, and agent enablement investments that drive customer impact
- Serve as the escalation point for complex payments cases that require domain expertise and human judgement, resolving issues directly while maintaining quality and compliance standards
Skills
- 2+ years of experience in operations, customer support, or equivalent environment
- 2+ years of experience in roles involving strategic/analytical initiatives (project management, consulting, data analysis, or technical systems) and/or customer operations
- Demonstrated success handling complex escalations and resolving ambiguous customer issues
- Experience creating, implementing, and improving business processes
- Demonstrated success in communicating and collaborating with cross-functional partners, including engineering and technical teams
- Analytical skills with ability to translate data insights into actionable process improvements
- Experience working with AI-powered support tools, automation platforms, or data-driven workflow optimization
- 3+ years of experience in online operations, consulting, or similar environment
- 2+ years of experience in customer support for payments, risk, trust and safety, or related domains
- Experience with data analysis tools (SQL, spreadsheets, dashboards) to monitor and optimize operational performance
- Expertise in payments processes, compliance, or financial operations
Benefits
- Bonus
- Equity
- Benefits
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