Job Title: Community Operations Specialist
About the Role:
We are seeking a skilled and experienced professional to manage our community operations. The successful candidate will be responsible for providing exceptional support to clients, resolving inquiries in a timely and empathetic manner.
Main Responsibilities:
* Assist clients with inquiries and resolve issues efficiently
* Become knowledgeable about client products and community standards
* Make well-balanced decisions and take personal ownership of being an effective advocate for the community
* Utilize strong interpersonal skills, verbal and written communication skills, and empathy to build trust with clients
* Investigate and resolve issues reported on client platforms, including requests for account support and reports of potentially abusive content
* Respond to user inquiries with high-quality, speed, empathy, and accuracy
* Analyze data to develop ways to enhance the overall user experience on the site
* Enforce community standards by monitoring reports of abuse and reviewing content within agreed turnaround times and standards of quality
* Identify inefficiencies in workflows and suggest solutions
Requirements:
* Strong personal resilience and ability to operate in a pressured and fast-paced environment
* High adaptability and positive approach to challenges
* Ability to make decisions and solve problems effectively
* Effective time management and prioritization skills
* Ability to work as part of a team and consistently hit KPIs on time