Job Overview:
The Community Operations Analyst will be responsible for assisting our client's community and resolving inquiries empathetically, accurately, and on time.
This role requires a strong knowledge of the client's products and community standards. The ideal candidate will be able to make well-balanced decisions and be an effective advocate for the community.
The successful candidate will have excellent interpersonal skills, verbal and written communication skills, and empathy. They will also be able to investigate and resolve issues that are reported on the client's platform, such as requests for account support and reports of potentially abusive content.
Responsibilities include 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 the support of our community of users.
The Community Operations Analyst will also gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site, enforce clients Terms of Use by carefully monitoring reports of abuse on the site, and review the reported content within agreed turnaround times and standards of quality.
The ideal candidate will be able to identify inefficiencies in workflows and suggest solutions, recognize trends and patterns, and escalate issues outside the company policy to the global team.
Key Responsibilities
* Assist the client's community by resolving inquiries
* Investigate and resolve issues reported on the client's platform
* Respond to user inquiries with high quality, speed, empathy, and accuracy
* Develop ways to improve the overall user experience on the site
* Enforce client's Terms of Use and review reported content
* Identify inefficiencies in workflows and suggest solutions