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The User Operations team acts as the bridge between our users and other departments within Facebook. We work to provide user feedback about new and upcoming features, help users stay safe online, find areas to encourage growth in EMEA markets, and maintain user engagement on our site. The UO team assists users by responding to their email enquiry or reviewing abuse reports, ensuring that they follow our Terms of Use. As part of a small team overseeing markets throughout EMEA, we use our market and deep product knowledge to try to identify possible issues before they occur and react swiftly to issues that are escalated. Successful candidates for this position will enjoy providing the highest level of user support, communicating user patterns, creatively solving problems, making quick decisions, and analyzing the behavior of users.

Responsibilities * Respond to contacts from users regarding a variety of site issues * Identify trends and inefficiencies to enhance the support process and improve user experience * Proactively and reactively investigate reported abuse and use sound judgment to take appropriate action based on our Terms of Use * Analyze user interaction with the product and communicate this analysis to others within the department and company * Communicate with users about site issues and product changes * Assist with product launches and bug support * Interface effectively with other teams

Requirements * Fluency in written and conversational German and English * Proficiency in multiple languages is preferred * Excellent written and verbal communication skills * BA/BS degree from a leading academic institution * Ability to multi-task and rapidly switch projects * Extremely reliable, consistent, and hard-working * Strong attention to detail and critical thinking skills * Deep understanding of Facebook preferred * Passion for ensuring a good user experience * Valid EU work authorization * Strong knowledge of, and passion for, the online industry * Excellent customer support experience PLEASE NOTE: Facebook does not accept any unsolicited resumes from headhunters, executive recruiters, or other staffing or personnel agencies. Please do not submit or forward any such resumes to our site, jobs alias, Facebook employees or any other company location. Facebook is not responsible for any fees related to unsolicited resumes.

To apply for this role please copy & paste the following link into the address bar of your internet browser: http://www.facebook.com/careers/department.php?dept=online-ops#!/careers/department.php?dept=online-ops&req=145341571304

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