Senior Support Analyst, User Operations

San Francisco, CA

Who We Are

The User Services team develops support solutions at scale in a rapidly changing global environment. We enable users around the world to enjoy Twitter by removing barriers to consumption and highlighting the best of our platform. Within User Services, the User Operations team ensures that Twitter users around the world are well supported, covering a broad scope of issue and user types and multiple languages.

What You’ll Do

In this role, you will deliver efficient and high quality consumer support in collaboration with our global vendor partners. You will become an expert in all user issues that we support, respond to escalations and incidents, collaborate with cross-functional teams to develop workflows and roll out trainings to large groups of Support Agents while monitoring overall operational trends and improving key metrics.

More specifically, you will:

  • Act as domain expert and point of contact for internal stakeholders and vendor partners in key work streams

  • Drive project initiatives to find new and innovative ways to consistently improve operations

  • Create and interpret reports and dashboards to monitor and investigate operational trends

  • Join the team’s on-call rotation, investigate and resolve high-profile escalations thoroughly and turn around any incidents or negative trends in operational work

  • Manage communication with vendors, including answering questions, providing support and working collaboratively on scaling solutions

  • Deliver trainings on various policies and workflows to large teams

  • Help define quality review guidelines and perform quality reviews as needed

  • Report issues with internal tools to engineering teams and scope out new tooling requests

  • Review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images

Who You Are

We’re looking for a passionate team member with excellent communication skills, strong analytical skills, experience in support operations and, of course, tons of enthusiasm for helping people and keeping Twitter’s rapidly expanding user base safe.

If this sounds like it might be you, you probably have:

  • Experience in handling user reports and/or high-priority support escalations

  • Excellent written and verbal communication skills, organizational skills, and highly developed interpersonal skills

  • Flexibility; open to changing priorities and managing multiple tasks simultaneously within compressed timeframes and under pressure

  • Ability to solve problems creatively and proactively, especially during critical situations

  • Strong analytical skills, metrics driven and experience in business/data analytics.

  • Experience working with vendor partners, especially in executing and improving large-scale quality programs

  • Experience driving large cross-functional projects across different timezones; familiarity with project planning methodology (Scrum, Kanban)

  • Experience supporting high profile and/or publicly visible individuals either directly or in partnership with their representatives

  • Experience working with Service Cloud, JIRA, Tableau, or similar software. Service Cloud admin skills, basic programming and/or experience in automation a plus.

  • Active, passionate Twitter user with strong interest in social media

Requirements

  • BA/BS degree or local equivalent; advanced degree a plus

  • Minimum of 4 years experience in a senior customer support role, preferably in fast-paced online support environment or a role involving vendor relationship management

  • Working hours may vary depending on business need, shift or weekend work may be required

  • Some travel may be required

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

 

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

 

Hiring Process

Step 1

After you apply, a recruiter may reach out to you for an introductory call.

Step 2

If your background is a match for the role, you may phone interview with 1-2 people.

Step 3

If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.

Application

Personal Information

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U.S. Equal Opportunity Employment Information  (Completion is Voluntary)

At Twitter, we have a bold aspiration to reach every person on the planet. We believe that goal is more attainable with a team that understands and represents different cultures and backgrounds and we are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

This is where you come in! Please take a few minutes to provide us with your information. Completing this form is entirely voluntary. Whatever your decision, there will be no adverse employment consequences.

You can view the ‘EEO is the Law’ poster here.

Twitter does not accept any unsolicited resumes from recruiting agencies and will not pay fees associated with any such resumes. Agencies, please do not send resumes to any Twitter location, employee, or email address.

Twitter, Inc. is committed to working with and providing access and reasonable accommodations to applicants with physical or mental disabilities. If you need an accommodation in order to apply for open job opportunities, please submit a description of your accommodation request to RARequest-Recruiting@twitter.com. This email is only for accommodation requests related to the application process.

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