Community Operations Analyst
This role involves providing support to our clients by resolving reported issues, enforcing terms of use, and monitoring reports of abuse on the site. The ideal candidate will have a strong understanding of client products and community standards.
Main Responsibilities:
* Investigate and resolve reported issues, such as requests for account support or potentially abusive content.
* Enforce client Terms of Use by carefully monitoring reports of abuse on the site.
* Remain knowledgeable about client's products and community standards.
* Use market specific knowledge and insights to find scalable solutions to improve the support of our community of users.
* Gather, analyse, and utilise relevant data to develop ways to improve the overall user experience.
* Recognise trends and patterns and escalate issues outside the company policy to the global team.
* Identify inefficiencies in workflows and suggest solutions.
Skills & Competences:
* Strong personal resilience with the ability to operate in a pressured and fast paced environment.
* Strong interpersonal skills, verbal, and written communication skills, and most importantly – empathy.
* High adaptability and positive approach to challenges.
* Ability to make decisions, prioritise, solve problems, and work as part of a team.
* Effective Time management & Prioritisation skills.
* Ability to consistently hit KPIs on time.
Language Skills:
* Fluent level of Estonian language in oral and written communication, with an in-depth understanding of culture and social trends in the region.
* Advanced level of English (C1).
Contract:
Full-time, permanent with Covalen Solutions.
Working Hours:
Candidates are choosing between Day shift (9am – 5:30pm) or Evening shift (6pm – 2am). There are no rotations. Monday to Friday, occasionally weekends and bank holidays.
Compensation:
* €29,700 per year as base salary.
* In case you are working the Evening shift: 25% salary uplift for the late hours from 10pm to 2am.
* Private healthcare.
* Pension contribution.
* 25 days of annual leave.
* Extensive Training and access to CPL's Wellness Programme.
* Tax Saver and Bike-to-Work Scheme.
Location:
Dublin 18, Sandyford, Dublin South.
This is an office-based job. Work from home/remote work is not an option.
Important:
* Due to the nature of the role, candidates must be fully confident in dealing with sensitive content.
* Candidates must be eligible to work full-time in Ireland (EU passport / Stamp 4).
Why Apply?
* Chance to work within a multicultural and diverse team.
* Great internal opportunities for career progression – employees with good performance can become Quality Auditors, Quality Analysts, Trainers, and Team Leads.
* No shift rotations – fixed working schedule.
* No previous experience required – full training is provided.