Key skills
SQLAILeadershipProject ManagementDecision MakingCollaboration
About this role
The 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 challenging 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.
What Will Make You Successful in This Role
Escalation Mindset: You thrive on solving the hardest problems and use each complex case as an opportunity to improve the system for everyone
Balance of Automation & Human Expertise: You understand when AI drives efficiency and when human judgment is essential—and you design for both
Customer Obsession: You ensure every workflow—automated or human—delivers accurate, empathetic, and timely resolutions
Curiosity & Adaptability: Support is evolving rapidly—you embrace change, proactively upskill, and bring new ideas to the team
Data-Driven Decision Making: You use metrics and insights to prioritize improvements and measure impact
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
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
* 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
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 challenging 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.
What Will Make You Successful in This Role
Escalation Mindset: You thrive on solving the hardest problems and use each complex case as an opportunity to improve the system for everyone
Balance of Automation & Human Expertise: You understand when AI drives efficiency and when human judgment is essential—and you design for both
Customer Obsession: You ensure every workflow—automated or human—delivers accurate, empathetic, and timely resolutions
Curiosity & Adaptability: Support is evolving rapidly—you embrace change, proactively upskill, and bring new ideas to the team
Data-Driven Decision Making: You use metrics and insights to prioritize improvements and measure impact
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
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
* 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