Job Description

Contract Duration: 12 Months

Description

Meta Reality Labs (RL) is building the next generation of computing devices to bring the world together and make people feel closer. This includes Meta Quest products, AR and VR software and hardware, and research and development labs. We are seeking a highly motivated team player to serve as RL Legal, Case Manager. This role will play a key part in supporting RL’s monitoring and response to customer cases, supporting the legal team. You will enjoy working on novel issues and technologies and have the ability to see your insights turned into real world impact.

The ideal candidate is an experienced program manager, case manager, or customer support specialist familiar with leading the processes needed to track, assess, and monitor customer case progress and resolution, and provide reporting on customer cases as it relates to product safety. This is a great opportunity to work in an exciting, fast-paced environment.

Responsibilities:

• Maintain and own Salesforce database for safety related case management, including implementation of updates or database changes
• Primary escalation point for Customer Support; work directly with in-house counsel, external counsel and insurance vendors
• Manage communications channels with Customer Support teams on next steps, communications, and timelines for responses
• Assess, track and monitor customer case progress Identify and assess trends from data and report to legal and leadership teams
• Responsible for providing monthly and quarterly reporting to legal and leadership teams; create reports and share out information to relevant stakeholders, as needed
• Demonstrate sharp attention to detail in executing and reviewing work products to ensure the highest quality deliverables in the allotted time frame

Minimum Qualifications:

• Bachelor's degree
• Experience working with Salesforce Service Cloud is a must; certifications preferred
• 3-5 years experience supporting legal or customer support projects or programs, including experience working with Tier 2 or higher customer support
• Excellent communication and coordination skills
• Excellent judgment and comfort operating with ambiguity in a fast-paced environment
• Empathy and attention to detail
• Adept at handling confidential, sensitive, or privileged information and data