We are seeking a Partner Support Analyst to focus on implementing effective support solutions for media publishers, public figures, and creators to connect with their communities. This role will sit within the Partner Support Strategy team, which oversees the optimization of support processes, tooling, and enablement for strategic partners across social media platforms.
This will be an operationally intensive role working with various internal processes and systems to drive efficiency across the organization. Being an organized, detail-oriented mindset self-starter, you will serve as a key point of contact between key internal and external stakeholders.
Responsibilities
- Assist partners and partner managers with troubleshooting. Triage operational requests to the appropriate teams.
- Develop a deep understanding of the business and connect the dots between teams to identify areas for efficiency and collaboration.
- Partner with cross-functional team members to drive operational improvements with a good understanding of internal policies and risks. .
- Serve as the primary POC for the partner onboarding and offboarding process including data collection, evaluation, and input.
- Utilize various internal tools to help onboard and provide ongoing partner support. Own resolving partner issues by using all available tools and resources.
- Provide an amazing support experience to our creators or partners across the platform.
- Maintain internal databases to ensure timely and accurate data entry.
- Provide educational training to partner managers on partner support and escalation processes.
- Contribute with insights based on day to day work and by executing tasks to support initiatives.
Minimum Qualifications
- Ability to communicate fluently in Japanese
- 3+ years of experience
- BA or BS Degree in a related field
- Avid Social Media user with knowledge of both products as a user and creator or publisher
Preferred Qualifications
- Experience in relevant industries such as Entertainment, Sports, Media, or Gaming Video.
- Experience working in partner or customer support operations at a technology company.
