Job Description:
We are seeking a dedicated Community Operations Analyst to join our team. The ideal candidate will be responsible for assisting our community and resolving inquiries empathetically, accurately, and on time. This includes becoming knowledgeable about client products and community standards, making well-balanced decisions, and being an effective advocate for the community.
The successful candidate will possess strong interpersonal skills, verbal and written communication skills, and empathy. They will also display a strong bias towards doing what's right, investigate and resolve issues reported on the client's platform, respond to user inquiries with high quality, speed, empathy, and accuracy, and use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve support for our community of users.
The Community Operations Analyst will gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site. They will enforce clients' Terms of Use by monitoring reports of abuse on the site, reviewing reported content within agreed turnaround times and standards of quality, identifying inefficiencies in workflows, suggesting solutions, recognizing trends and patterns, and escalating issues outside company policy to the global team.
In this role, the successful candidate will demonstrate strong personal resilience, adaptability, and a positive approach to challenges. They will have the ability to make decisions, solve problems, manage their time effectively, prioritize tasks, work collaboratively as part of a team, and consistently hit key performance indicators (KPIs) on time.
This is a day or evening shift position, working 9am to 5:30pm or 6pm to 2am, Monday to Friday. The salary is competitive and commensurate with experience. We offer a permanent contract and monthly pay schedule.