Community Operations Specialist
We are seeking a skilled professional to join our team as a Community Operations Specialist. As a key member, you will be responsible for assisting clients and resolving inquiries empathetically, accurately, and on time.
About the Role:
* Assist clients' community and help resolve inquiries empathetically, accurately and on time.
* Become knowledgeable about clients' products and community standards.
* Make well-balanced decisions and personally drive to be an effective advocate for the community.
* Display strong interpersonal skills, verbal and written communication skills, and empathy.
* Investigate and resolve issues reported on clients' platform such as requests for account support and reports of potentially abusive content.
* Respond to user inquiries with high quality, speed, empathy, and accuracy.
* Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of the community of users.
* 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.
* Review the reported content within agreed turnaround times and standards of quality.
* Identify inefficiencies in workflows and suggest solutions.
* Recognize trends and patterns and escalate issues outside the company policy to the global team.
Key Skills and Qualifications:
* Strong personal resilience with the ability to operate in a pressured and fast-paced environment.
* High adaptability and positive approach to challenges.
* Ability to make decisions.
* Ability to solve problems.
* Effective Time management & Prioritization skills.
* Ability to work as part of a team.
* Ability to consistently hit KPIs on time.
Essential Competencies:
* Proficient in Russian and English.
* Cultural understanding of the market.
* Experience in working in an office environment is preferable.
* Extremely reliable, consistent, and hard-working.
* PASSION FOR ENSURING A POSITIVE SAFE USER EXPERIENCE.
* Flexible in working in a fast-paced environment with different projects to work on.
* Ability to learn new information in a short period of time.
* Eligible to work in Ireland full-time (Stamp 4 or Irish citizenship or European).