Job Title: Community Operations Support Specialist
About the Role:
We are seeking a highly skilled and dedicated individual to join our team as a Community Operations Support Specialist. This role is perfect for someone who is passionate about delivering exceptional customer service, resolving issues efficiently, and ensuring a positive user experience.
Key Responsibilities:
* Assist clients by responding to inquiries, resolving issues, and providing accurate information in a timely manner.
* Become knowledgeable about client products and community standards to provide informed support.
* Make well-balanced decisions and take ownership of being an effective advocate for the community.
* Develop strong interpersonal skills, verbal and written communication skills, and empathy to build trust with clients.
* Investigate and resolve issues reported on client platforms, such as requests for account support and reports of potentially abusive content.
* Respond to user inquiries with high quality, speed, empathy, and accuracy.
* Utilize market-specific knowledge, signals, and insights to identify scalable solutions to improve support for the community of users.
* Gather, analyze, and utilize relevant data to develop ways to enhance the overall user experience on the site.
* Enforce client Terms of Use by monitoring reports of abuse on the site, reviewing content within agreed turnaround times, and maintaining standards of quality.
* Identify inefficiencies in workflows and suggest solutions to improve processes.
* Recognize trends and patterns and escalate issues outside company policy to the global team.
Requirements:
* Strong personal resilience with the ability to operate in a pressured and fast-paced environment.
* High adaptability and a positive approach to challenges.
* Ability to make decisions and solve problems effectively.
* Effective time management and prioritization skills.
* Ability to work collaboratively as part of a team.
* Consistency in meeting Key Performance Indicators (KPIs) on time.
* Proficient in Bulgarian and English languages.
* Cultural understanding of the market.
* Experience in working in an office environment is preferred.
* Reliability, consistency, and a strong work ethic.
* Passion for ensuring a positive, safe user experience.
* Flexibility in working in a fast-paced environment with diverse projects.
* Ability to learn new information quickly.
* Eligibility to work full-time in Ireland (Stamp 4 or Irish citizenship or European).
Benefits:
* Health insurance
* 25 days Annual Leave
* Extensive training and development opportunities
* Access to wellness programs
* Tax Saver Travel Card
* Bike-to-work scheme
EQUAL OPPORTUNITIES EMPLOYERS:
We champion diversity and equality, fostering an inclusive environment that values the unique backgrounds, skills, and experiences of our team members.
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