Lead, Support Content Program

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves live in the moment learn about the world and have fun together.

The Company operates Snapchat a visual messaging app that enhances your relationships with friends family and the world and Specs Inc. a wholly-owned subsidiary dedicated to making computing more human in addition to Bitmoji Saturn and other digital services.

Were looking for a Lead Support Content Program to join Snap! As a member of the Platform Operations team you will own the support content program and the surfaces it runs on end to end including the Snapchat Support help center in-app support surfaces support chatbots and AI agents and the underlying support platform. Youll define the roadmap run the operating rhythm and own the quality and reliability of these experiences with the goal of improving support content discovery and resolving Snapchatter issues at scale. This is a hands-on operating role: you wont just plan the work youll build configure test and troubleshoot the systems that deliver it.

What youll do

• Own the roadmap for help center in-app and chatbot support content and write edit and publish content for product launches policy changes and workflow updates while maintaining the style guide and taxonomy.
• Own and improve the AI-assisted authoring workflow and internal tooling the content program runs on and define where automation should scale to improve leverage speed and quality.
• Operate support chatbots and ticketing systems in production: author and optimize answer flows troubleshoot bot behavior routing alerting and integrations and act as a first responder during incidents.
• Support and quality-assure automations tied to credential validation account access authentication flows and support intake forms and tune automated ticket handling in partnership with Platform Operations teams.
• Own regulatory support flows and form governance including intake and reporting forms escalation and appeals paths and regional launches translating legal and policy requirements into durable auditable operating models with Legal and Policy.
• Maintain platform governance and integration hygiene: integration upkeep authentication and token migrations admin and configuration hygiene email alias governance and access management.
• Run the sprint and backlog cadence recurring reviews and readouts and change communications that keep cross-functional partners aligned on what is changing when and why.
• Define success measures for the program and be accountable for measurable improvements in content discovery self-serve resolution automation rate quality and reliability.

Knowledge Skills & Abilities

• Excellent verbal and written communication skills with high attention to detail and a strong editorial eye.
• Deep hands-on fluency with the systems a modern support operation runs on: content management and ticketing platforms (Zendesk or equivalent) support chatbots and website and product analytics.
• Comfort operating close to the technical layer reasoning about integrations configuration authentication and automated workflows and troubleshooting them under production pressure.
• Fluent judicious use of approved AI-assisted tools to build and iterate on internal tools mocks and workflow automation and the judgment to validate outputs where quality policy privacy safety or customer impact is involved.
• Ability to own a domain end to end: define the operating model set priorities and explicit trade-offs and drive durable outcomes without formal authority.
• Excellent problem-solving skills with the ability to translate ambiguous business and regulatory challenges into structured actionable plans.
• Composure and clear judgment during incidents ambiguity and shifting requirements.
• Strong interpersonal skills and the ability to influence and align stakeholders across Operations Product Engineering Legal and Policy.

Minimum Qualifications

• BA/BS degree or equivalent years of experience in Communications Operations Marketing or a related field.
• 6 years of experience in program or project management support or marketing content or a closely related field.
• Experience owning support or help content customer support operations or programs that serve large consumer audiences.
• Hands-on experience with a ticketing or content management platform (Zendesk strongly preferred) and comfort using data to inform decisions.

Preferred Qualifications

• Experience operating a support chatbot or conversational-AI support surface in production including authoring answer flows and troubleshooting live behavior.
• Experience building lightweight internal tooling or workflow automation including with AI-assisted development tools.
• Experience operationalizing regulatory or compliance requirements into support flows intake and reporting forms or appeals and escalation paths.
• Experience with Zendesk administration integrations and authentication or token migrations and familiarity with ticketing tools such as Jira.
• Experience with localization and quality-assurance teams processes and systems.
• Experience analyzing and improving website or in-app search and content discovery (SEO).
• Web content development experience including HTML and CSS.
• Previous experience at a consumer technology communications or social media company.
• Passion for supporting the Snapchat community and understanding what makes for a great customer business and platform experience.

If you have a disability or special need that requires accommodation please dont be shy and provide us some information.

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 4 days per week.

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.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring where applicable).

Our Benefits: Snap Inc. is its own community so weve 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 parental leave comprehensive medical coverage emotional and mental health support programs and compensation packages that let you share in Snaps long-term success!

Compensation

In the United States work locations are assigned a pay zone which determines the salary range for the position. The successful candidates starting pay will be determined based on job-related skills experience qualifications work location and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA WA NYC):

Zone B:

Zone C: