12d 21h ago
Support Content Program Lead
Snap Inc·Operations · Technology
🏢Hybrid
|Los Angeles, United States of America$121k - $214k USD/yr
content_managementcsshtml
Support Content Program Lead
Snap Inc | Operations | Technology
Hybrid
Full Time
United States of America, Los Angeles
$121k - $214k USD/yr
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
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
Required Skills
content_managementcsshtml
Required Languages
🇬🇧 English
Key competency: Operations