Job Overview
We are seeking a highly skilled and detail-oriented Community Operations Analyst to join our team.
* This role involves assisting clients with inquiries, resolving issues, and providing excellent customer service.
* The ideal candidate will be knowledgeable about client products and community standards, making well-balanced decisions, and being an effective advocate for the community.
* This position requires strong interpersonal skills, verbal and written communication skills, and empathy.
About This Role
The successful candidate will be responsible for:
* Assisting clients with inquiries and resolving issues in a timely and accurate manner
* Becoming knowledgeable about client products and community standards
* Making well-balanced decisions and being an effective advocate for the community
* Displaying a strong bias to doing what's right
* Investigating and resolving issues reported on client platforms
* Supporting and reporting potentially abusive content
* Responding to user inquiries with high quality, speed, empathy, and accuracy
* Using market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve support for the community of users
* Gathering, analyzing, and utilizing relevant data to develop ways to improve the overall user experience on the site
* Enforcing client Terms of Use by carefully monitoring reports of abuse on the site
* Reviewing reported content within agreed turnaround times and standards of quality
* Identifying inefficiencies in workflows and suggesting solutions
* Recognizing trends and patterns and escalating issues outside company policy to the global team
About You
We're looking for someone who is:
* Strong in personal resilience with the ability to operate in a pressured and fast-paced environment
* Highly adaptable with a positive approach to challenges
* Able to make decisions
* Able to solve problems
* Effective in time management and prioritization
* Able to work as part of a team
* Able to consistently hit KPIs on time
Essential Competencies
* Fluent in market language and English
* Cultural understanding of the market
* Experience in working in an office environment is preferable
* Extremely reliable, consistent, and hard-working
* Pasionate for ensuring a positive, safe user experience
* Flexible in working in a fast-paced environment with different projects to work on
* Able to learn new information in a short period of time
* Eligible to work in Ireland full-time
Benefits
* Health care
* Extensive training and development
* Free access to group scheme website
* Free access to 24-hour employee assistance program (EAP)
* Free access to wellness program
* Tax saver scheme
* Bike to work scheme
Our Commitment to Diversity and Equality
We champion diversity and equality, fostering an inclusive environment that values diverse backgrounds, skills, and experiences. Our workplace cultures and creative minds recognize the collective strength found in our team members. We anchor our commitment to fostering an inclusive environment, transcending gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.