Facebook’s mission is to make the world more open and connected. The SMB team contributes directly to this mission by connecting every small- and medium-sized business in the world with their customers on Facebook, and then helping them grow through Facebook advertising solutions.
The SMB team is looking for a people-oriented client service manager to guide, mentor and inspire our incredible team of Account Managers. This role involves coaching and developing a world-class team that takes pride in creating delightful customer experiences in a fun and enriching work environment. In addition to leading a team, this role will also be challenged with developing programs to scale our operations globally, solve customer problems upstream, and grow our business by delivering a world-class customer experience to thousands of customers.
Ideal candidates will put people first. Your customers and your team are your top priorities. You will mentor and coach a team of Account Managers to exceed our customers’ expectations and revenue targets. You will proactively identify service issue gaps and improve team workflows. Success in this position requires exceptional people coaching and client service skills; analytical problem solving; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping clients and customers achieve results. This position is full-time and located in our Austin, Texas office.
Responsibilities
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Manage a high performing team of 5-10 Account Managers
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Provide mentorship, guidance and career development to members of your team
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Develop scalable value-driven service programs to support Facebook’s top advertisers in North America
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Drive ongoing and measurable improvements to the customer experience operations
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Manage projects and programs related to improving service delivery to our SMB customers
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Scale your team by capitalizing on opportunities for increased effectiveness and efficiency by driving key automation and productivity initiatives
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Work with local, regional, and global cross functional teams to share, establish, and improve best practices and procedures
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Execute projects involving quantitative analysis, industry research and strategy development
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Ensure that our clients receive the highest level of sales and operational customer service
Requirements
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3+ years of experience managing and leading a team of world class client service/operations
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Proven sales experience and ability to train an inside sales team with a consultative approach.
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Experience managing initiatives that drive efficiency, customer satisfaction, and business value
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Experience in handling escalations from both external clients and internal sales and support organizations within a contact center / queue based environment preferred
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Experience developing, measuring, and documenting improved efficiencies in workflow and system processes.
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Must be able to clearly identify goals, communicate vision for the team, and then deliver results
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Excellent influencing skills and ability to work with key cross functional business stakeholders
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An unshakeable passion for service. We take customer support really seriously!
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An inspiring approach to leadership and the desire to mentor a growing team
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A creative approach to problem solving that allows you to stay steps ahead of a constantly changing business and lead the way
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Strong understanding of Facebook’s business products and advertising industry (preferred)
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Experience in media sales and support experience – agency, online advertising and marketing experience preferred
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High energy, passion, and good sense of humor
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