About Pinterest:
Millions of people across the world come to Pinterest to find new ideas every day. It’s where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love. In your role, you’ll be challenged to take on work that upholds this mission and pushes Pinterest forward. You’ll grow as a person and leader in your field, all the while helping Pinners make their lives better in the positive corner of the internet.
Creating a life you love also means finding a career that celebrates the unique perspectives and experiences that you bring. As you read through the expectations of the position, consider how your skills and experiences may complement the responsibilities of the role. We encourage you to think through your relevant and transferable skills from prior experiences.
Our new progressive work model is called PinFlex, a term that’s uniquely Pinterest to describe our flexible approach to living and working. Visit our PinFlex landing page to learn more.
We’re looking for a Support Specialist who has extensive Customer Support experience and a deep knowledge of social media to join the User Support and Operations Team. You’ll become an expert in your field, solving Pinner problems and identifying opportunities for the Team to improve our processes. You’ll take the insights you gain to our cross-functional Partners and help make Pinterest, and our Social Support Program even better. We’re looking for someone who is prepared to be agile and who can handle escalations regarding sensitive issues effectively and efficiently. Someone who is data-driven and always looking for ways to refine and improve our existing workflows, policies and tool efficiencies.
What you’ll do:
- Manage Support issues across multiple platforms on a daily basis: diagnosing problems and providing a resolution.
- Act as an escalation point of contact within social support, managing complex and valuable issues, playing a key role in helping to achieve social targets and KPIs.
- Research data from product/service performance, customer behavior and market trends to identify opportunities for product/service improvement.
- Represent the voice of the customer on social and surface insights to improve the user experience.
- Partner cross-functionally to prepare for product launches.
- Perform bug triaging and partner with engineering to resolve customer issues.
- Organize and execute work at an appropriate pace as well as balancing competing goals and deadlines.
- On-call weekend and public holidays may be required.
What we’re looking for:
- Minimum of 4 years experience working in a support role.
- Experience working on social media and using a social media tool. Experience with Sprinklr preferable.
- Working knowledge with Zendesk, Jira and Tableau preferable.
- Experience with Social Listening and social reporting.
- Deep knowledge of social media channels, formats and the latest trends.
- Data analysis skills to frame and break apart problems and effectively build cases to advocate solutions.
- Strong communication skills with the ability to comfortably interact with cross-functional partners.
- Ability to thrive in a fast-paced, dynamic environment.
- Highly organized with a strong work ethic and customer-service driven mindset.
- French, German or additional language skills a plus.
Relocation Statement:
- This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.
In-Office Requirement Statement:
- We let the type of work you do guide the collaboration style. That means we're not always working in an office, but we continue to gather for key moments of collaboration and connection.
- This role will need to be in the office for in-person collaboration 1-2 times/quarter, and therefore can be situated anywhere in the country.
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Our Commitment to Diversity:
Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member) or any other consideration made unlawful by applicable federal, state or local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you require an accommodation during the job application process, please notify
[email protected] for support.
