Support Design Specialist, Risk & Payment Operations

Summary: 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 customersu2014including Advertisers and Creatorsu2014through 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 resolutionsu2014whether through intelligent automation or expert human support.What Will Make You Successful in This RoleEscalation Mindset: You thrive on solving the hardest problems and use each complex case as an opportunity to improve the system for everyoneBalance of Automation & Human Expertise: You understand when AI drives efficiency and when human judgment is essentialu2014and you design for bothCustomer Obsession: You ensure every workflowu2014automated or humanu2014delivers accurate, empathetic, and timely resolutionsCuriosity & Adaptability: Support is evolving rapidlyu2014you embrace change, proactively upskill, and bring new ideas to the teamData-Driven Decision Making: You use metrics and insights to prioritize improvements and measure impact Required Skills: Support Design Specialist, Risk & Payment Operations Responsibilities: 1. Design, implement, and continuously improve end-to-end support workflows that optimize both AI-led case resolution and specialist human handling 2. Develop and maintain knowledge content, documentation, and decision frameworks that power both AI agents and human specialists 3. 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 4. Drive efficiencies and improve the support experience by identifying workflow and tooling gaps and driving improvements through cross-functional collaboration 5. Systematically monitor and analyze program metrics across AI automation and human channels to drive program optimization 6. Partner with Product, Engineering, Data and Vendor Operations teams to scale support capabilities and improve the payments experience 7. Partner with Product teams to set up support new product launches and expansions 8. Communicate insights and recommendations to leadership, advocating for process, tooling, and agent enablement investments that drive customer impact 9. 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 Minimum Qualifications: Minimum Qualifications: 10. 2+ years of experience in operations, customer support, or equivalent environment 11. 2+ years of experience in roles involving strategic/analytical initiatives (project management, consulting, data analysis, or technical systems) and/or customer operations 12. Demonstrated success handling complex escalations and resolving ambiguous customer issues 13. Experience creating, implementing, and improving business processes 14. Demonstrated success in communicating and collaborating with cross-functional partners, including engineering and technical teams 15. Analytical skills with ability to translate data insights into actionable process improvements Preferred Qualifications: Preferred Qualifications: 16. Experience working with AI-powered support tools, automation platforms, or data-driven workflow optimization 17. 3+ years of experience in online operations, consulting, or similar environment 18. 2+ years of experience in customer support for payments, risk, trust and safety, or related domains 19. Experience with data analysis tools (SQL, spreadsheets, dashboards) to monitor and optimize operational performance 20. Expertise in payments processes, compliance, or financial operations Public Compensation: $38.46/hour to $116,000/year + bonus + equity + benefits Industry: Internet Equal Opportunity: Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment. Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at .

Created: 2026-03-04