Market Lead, Scaled Support and Education

Job Description

Market Lead, Scaled Support and Education, YouTube (Italian)

Fast-paced, dynamic and proactive, the YouTube Support Solutions team provides seamless help to all our users and creators around the world. As a member of the team, you'll analyze user and creator issues, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide high-touch support, you'll enhance the YouTube global user experience by driving reach, satisfaction, and resolution.

As a Market Lead for Scaled Support and Education, you'll be responsible for owning the regional experience across scaled support surfaces. You'll be a user of the platform and connected with the latest creator and user discussions and topics to help inform communications and operational strategies, representing international markets, connecting with product specialists, and support agents to drive go-to-market strategies and escalate important issues for timely resolution – always putting our users first. You will experiment with innovative solutions to scale operations, work with global and regional stakeholders to drive improvements for the YouTube product and policy.

YouTube has grown into a community used by over 1 billion people across the globe to access information, share video, and shape culture. The YouTube team helps budding creators build careers, creates products like YouTube Kids, YouTube Music, and YouTube Gaming, and engages communities around shared passions and global conversations. Together, we empower the world to create, broadcast, and share.

Resonsibilities:
• Manage a product community visited by users, and implement strategies to ensure that users receive a timely response.
• Foster and build on relationships with community power users and influencers; develop insights from the community to drive issue resolution and user engagement.
• Drive the strategy and execution of community management initiatives across multiple platforms.
• Define and manage strategy to best offer community and social support in the market and address local needs.
• Manage and help grow the Italian YouTube Creators channel to educate and engage with local creators.

Qualifications:

Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• Experience in project management and working in social media, community management, and/or customer support.
• Ability to speak and write in English and Italian fluently.

Preferred qualifications:
• Experience in managing online communities (i.e. blogger or YouTube creator engaging with fans/audience).
• Technical experience (i.e. understanding of product development processes).
• Knowledge of YouTube products across platforms and experience running or building support programs on social media.
• Deep knowledge of local YouTube community, internet culture, and social media trends.
• Ability to navigate complex and sensitive situations involving public communications.
• Interest in video, YouTube, online communities, and social media.

Jobcode: Reference SBJ-d98409-18-191-132-194-42 in your application.