Community & Identity Operations Specialist

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

We’re looking for an Identity Operations Specialist to join Team Snapchat! Working closely with the Customer Operations team, you will help keep Snapchatters secure and offer solutions to questions about the Snapchat app. You’ll work with the Identity Operations team to provide high-quality support to Snapchatters around the world.

What you'll do:

• Respond to Snapchatter inquiries to provide education or to resolve account issues. 

• Identify, escalate, and help drive solutions for new issues, trends, and potential bugs

• Become familiar with our customer service tools and make suggestions for workflow efficiency and growth

• Work closely with Quality Assurance, Product, and Engineering teams, providing them with timely metrics and analysis, investigating potential account access issues, and following up with Snapchatters as needed

Knowledge, Skills & Abilities:

• Passionate about providing high quality customer support

• Ability to focus in a dynamic work environment and thrive while responding to unexpected and highly sensitive challenges

• Great judgment and ability to problem-solve both with peers and independently

• Excellent verbal and written communication proficiency with high attention to detail

Minimum Qualifications:

• 1+ years of experience in a support focused role

• Experience working with Looker, Salesforce, Zendesk, JIRA, Confluence or other ticket management systems 

Preferred Qualifications:

• Fluent in English

• Advanced Excel, Looker, or other analytics software.

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

The base salary range for this position is $52,000-$78,000 annually.

Zone B:

The base salary range for this position is $50,000-$74,000 annually.

Zone C:

The base salary range for this position is $44,000-$67,000 annually.

This position is eligible for equity in the form of RSUs.