Meta's Risk & Payments Operations team is dedicated to empowering customers to seamlessly pay and be paid across various audiences and Meta products by delivering, managing, and optimizing Payments support. As part of Meta's broader Customer Support transformation, we are revolutionizing how we engage with customers—including Advertisers and Creators—through an AI + Specialized Human Workforce model. As a Support Design Specialist in our Payments Operations team, you will design and optimize customer experiences across both AI-powered and human-led support channels. You will be a subject matter expert and escalation point for complex payments issues, working hands-on to resolve cases while using those insights to improve processes, AI capabilities, and specialist workflows. Your work ensures that customers receive fast, accurate resolutions—whether through intelligent automation or expert human support.

Responsibilities

Lead the design, implementation, and continuous improvement of end-to-end support workflows, evaluating interconnected systems to optimize both AI-led case resolution and specialist human handling at scale
Develop and maintain knowledge content, documentation, and decision frameworks that power both AI agents and human specialists
Serve as a escalation point for complex payments cases that require domain expertise and human judgement, resolving issues directly while maintaining quality and compliance standards
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
Systematically monitor and analyze program metrics across AI automation and human channels exercising judgment to interpret data and recommend strategic optimizations that align with team-level goals
Proactively identify workflow, tooling, and process gaps by examining problems from multiple perspectives, and drive improvements through cross-functional collaboration
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 with a strategic lens, advocating for process, tooling, and agent enablement investments that drive measurable customer impact

Minimum Qualifications

Currently has, or is in the process of obtaining a Bachelor's degree in a directly related field, or equivalent practical experience. Degree must be completed prior to joining Meta
4+ years of experience in operations, customer support, or equivalent environment
3+ 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
Proven analytical skills, translating data insights into actionable process improvements
Proven experience creating, implementing, and improving business processes
Demonstrated success in communicating, collaborating and influencing cross-functional partners, including engineering and technical teams
Growth mindset with enthusiasm for learning emerging technologies and adapting to rapid change

Preferred Qualifications

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
3+ 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
BA/BS degree

$99,000/year to $144,000/year + bonus + equity + benefits

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Support Design Specialist - Risk & Payments