Identity Operations Specialist

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!

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:

• Advanced Excel, Looker, or other analytics software.

"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 at least 80% of the time (an average of 4 days per week).

If you are not based in the same location(s) listed for this role and are open to relocation, we encourage you to apply to take advantage of our generous relocation policy. 

For CA based applicants: 

• The base salary for this position is $73,000 annually

• This position is eligible for a discretionary performance-based bonus

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

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. If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].

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 maternity & paternity leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!