Job Description
We are seeking a highly motivated and empathetic Community Operations Analyst to join our team. As a key member of our community, you will be responsible for assisting clients and resolving inquiries in a timely and accurate manner.
Duties and Responsibilities
* Assist clients with inquiries and resolve issues effectively and efficiently
* Develop and maintain knowledge of client products and community standards
* Making well-balanced decisions and being an effective advocate for the community
* Utilize strong interpersonal skills, verbal and written communication skills, and empathy to build strong relationships with clients
* Investigate and resolve issues reported on the client's 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 identify scalable solutions to improve the support of our 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 monitoring reports of abuse on the site and reviewing 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
* 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 and prioritization skills
* Ability to work as part of a team
* Ability to consistently hit KPIs on time