Support Content Program Lead

Position:
Lead, Support Content Program

Company:
Snap Inc.

Compensation:
- Zone A (CA, WA, NYC): $142,000-$214,000 annually
- Zone B: $135,000-$203,000 annually
- Zone C: $121,000-$182,000 annually
- Eligible for equity in the form of RSUs

Location:
United States, Los Angeles

Employment type:
Full time

Work Arrangement:
In-office (4+ days per week)

Short Summary:
As a member of the Platform Operations team, you will own the support content program, including the Snapchat Support help center, in-app support surfaces, support chatbots, and AI agents. This role involves defining the roadmap, ensuring quality and reliability, and improving support content discovery.

Responsibilities:
- Own the roadmap for help center, in-app, and chatbot support content.
- Improve AI-assisted authoring workflow and internal tooling.
- Operate support chatbots and ticketing systems in production.
- Support and quality-assure automations tied to credential validation and account access.
- Maintain platform governance and integration hygiene.
- Run sprint and backlog cadence, and keep cross-functional partners aligned.
- Define success measures for the program and be accountable for improvements.

Requirement:
- BA/BS degree or equivalent experience in Communications, Operations, Marketing, or related field.
- 6+ years of experience in program or project management, support or marketing content.
- Hands-on experience with a ticketing or content management platform (Zendesk preferred).

Benefits:
- Paid parental leave
- Comprehensive medical coverage
- Emotional and mental health support programs
- Compensation packages that let you share in Snap’s long-term success