Job Description:
We're seeking a skilled Community Operations Analyst to join our team. This role involves assisting clients' community and resolving inquiries with empathy, accuracy, and timeliness.
Duties and Responsibilities:
* Assist clients' community and resolve inquiries empathetically, accurately, and on time
* Become knowledgeable about clients' products and community standards
* Make well-balanced decisions and be an effective advocate for the community
* Develop 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 support for our community of users
* Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience
* Enforce clients' Terms of Use by monitoring reports of abuse on the site
* Review 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 company policy to the global team
About You:
* You possess strong personal resilience and can operate in a pressured and fast-paced environment
* You have high adaptability and a positive approach to challenges
* You can make decisions and solve problems
* You have effective Time management & Prioritization skills
* You can work as part of a team and consistently hit KPIs on time
Essential Competencies:
* You are fluent in market language and English
* You have cultural understanding of the market
* You have experience working in an office environment (preferable)
* You are extremely reliable, consistent, and hard-working
* You have passion for ensuring a positive, safe user experience
* You are flexible in working in a fast-paced environment with different projects to work on
* You can learn new information in a short period of time
* You are eligible to work in Ireland full-time (Stamp 4 or Irish citizenship or European)