[Remote] Support Design Specialist, Risk & Payment Operations

Note: The job is a remote job and is open to candidates in USA. WhatsApp, part of Meta, is dedicated to empowering customers in the payments ecosystem. As a Support Design Specialist, you will design and optimize customer experiences across AI-powered and human-led support channels, ensuring fast and accurate resolutions for complex payments issues.


Responsibilities

  • Design, implement, and continuously improve end-to-end support workflows that optimize both AI-led case resolution and specialist human handling
  • Develop and maintain knowledge content, documentation, and decision frameworks that power both AI agents and human specialists
  • 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
  • Drive efficiencies and improve the support experience by identifying workflow and tooling gaps and driving improvements through cross-functional collaboration
  • Systematically monitor and analyze program metrics across AI automation and human channels to drive program optimization
  • Partner with Product, Engineering, Data and Vendor Operations teams to scale support capabilities and improve the payments experience
  • Partner with Product teams to set up support new product launches and expansions
  • Communicate insights and recommendations to leadership, advocating for process, tooling, and agent enablement investments that drive customer impact
  • 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

Skills

  • 2+ years of experience in operations, customer support, or equivalent environment
  • 2+ years of experience in roles involving strategic/analytical initiatives (project management, consulting, data analysis, or technical systems) and/or customer operations
  • Demonstrated success handling complex escalations and resolving ambiguous customer issues
  • Experience creating, implementing, and improving business processes
  • Demonstrated success in communicating and collaborating with cross-functional partners, including engineering and technical teams
  • Analytical skills with ability to translate data insights into actionable process improvements
  • Experience working with AI-powered support tools, automation platforms, or data-driven workflow optimization
  • 3+ years of experience in online operations, consulting, or similar environment
  • 2+ years of experience in customer support for payments, risk, trust and safety, or related domains
  • Experience with data analysis tools (SQL, spreadsheets, dashboards) to monitor and optimize operational performance
  • Expertise in payments processes, compliance, or financial operations

Benefits

  • Bonus
  • Equity
  • Benefits

Company Overview

  • WhatsApp is a messaging and voice-over-IP service that enables users to securely send messages, make calls, and share files. It was founded in 2009, and is headquartered in Menlo Park, California, USA, with a workforce of 51-200 employees. Its website is http://www.whatsapp.com.

    • Company H1B Sponsorship

  • WhatsApp has a track record of offering H1B sponsorships, with 2 in 2025, 4 in 2024, 11 in 2023, 15 in 2022, 47 in 2021, 52 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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