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Head of Customer Support and Operations

1 week ago

Dublin, Dublin City, Ireland WhatsApp Full time
Customer Support Operations Leader

We are seeking a highly experienced leader to join our WhatsApp team as the Head of Support Operations. In this role, you will be responsible for developing and executing strategies that deliver exceptional support experiences to our users worldwide.

Key Responsibilities:
  1. Define and build the operating model for WhatsApp Support, ensuring clear alignment with other functions and teams on responsibilities.
  2. Partner closely with the Product Group Lead and WhatsApp Operations leadership team to shape the future direction and strategy for this effort.
  3. Establish effective working relationships with global teams and cross-functional counterparts to identify opportunities to improve the customer experience and drive operational improvements.
  4. Represent WhatsApp and Global Operations on goals and priorities in the Customer Support space.
  5. Build and retain a world-class team through mentorship, guidance, and career development.
Requirements
  • 10+ years of experience in Customer Support, Operations or Strategy.
  • Proven track record of delivering exceptional customer support experiences.
  • Experience building and executing against KPI's.
  • Strong leadership and communication skills.
  • Experience working across large matrixed organizations.
  • Proven track record of attracting, scaling, and developing teams.