Clem Toulemonde

Global Customer Support Strategy Manager @Meta

Lead a team of Program Managers across multiple offices and regions running Tier 1 (customer facing) support programs offering Chat / Email / Phone support at scale. My team is focused on supporting audiences creating engagement across Meta platforms (Instagram & Facebook App): people that are Subscribers, Creators, Community Leaders, Media Partners and Developers. Example of a latest responsibility: Single Threaded Owner for the design and implementation of the email and chat support offering for the launch of the Meta Verified product. Some of the responsibilities include- Partner with Global Operations team to execute seamlessly on support strategy - Manage a portfolio of Partnership Tier 1 support programs to enable steady-state and global scale - Work extensively with cross-functional partners - Sales, Partnerships, Operations, and Product teams - to implement optimal solutions to thematic issues - Take a data-driven approach to managing outsourced programs across multiple locations - Proactively identify and implement process improvements and technological innovations to improve the customer Support journey - Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualizations; delivers reliable and actionable insights for continuous program improvement - Communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate audiences and stakeholders