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Product Support Project Coordinator

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Responsibilities:

  • Become an expert in the support experience for video creators, and media companies on social media platforms
  • Serve as the primary POC for internal Media Operations teams for specific products
  • Train and onboard new specialists, coordinate training materials, and documentation
  • Partner with leads on new milestone, resources calendar and weekend/holiday coverage for our resources
  • Review, prioritize, and track progress of issues that affect support, quality, and functionality
  • Help create and maintain quality process and KPI metrics/trends for their product area
  • Support and communicate with video creators and media partners, to understand and resolve their inbound product questions and issues
  • Help investigate and escalate issues to cross-functional teams
  • Develop a deep expertise in platform video products and help to collect and understanding data trends for the specific products

Skills:

  • 2+ years of experience in project coordination, customer service or account management, working in the online operations video space strongly preferred
  • Strong communications skills and the ability to work effectively cross-functionally, both internally and externally is essential for success in this role
  • Industry and business knowledge of video creators, digital publishing and/or media companies preferred
  • Ability and experience in working independently and a track record of taking initiative in uncertain, dynamic environments
  • Demonstrated ability to think strategically about complex issues, leading to thoughtful recommendations and action plans
  • Deep understanding of and a passion for social media and online video products
  • Extremely reliable, consistent, agile, and hard-working

Education:

  • Bachelor's degree

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