We are seeking a Community Operations Analyst to assist our client's community and resolve inquiries empathetically, accurately, and on time. The ideal candidate will have strong interpersonal skills, verbal and written communication skills, and most importantly empathy. They will also be able to display a strong bias towards doing what is right, investigate and resolve issues reported on the client's platform, respond to user inquiries with high quality, speed, empathy, and accuracy, and enforce clients' Terms of Use by carefully monitoring reports of abuse on the site.
Responsibilities include:
* Assist our client's community and help resolve inquiries empathetically, accurately, and on time
* Become and remain knowledgeable about client's products and community standards
* Make well-balanced decisions and personally driven to be an effective advocate for our community
* Strong interpersonal skills, verbal and written communication skills, and most importantly empathy
* Display a strong bias to doing what's right
* Investigate and resolve issues that are reported on 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 spot and scope 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 carefully monitoring reports of abuse on the site
* Review the 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 the company policy to the global team
This role requires strong personal resilience with the ability to operate in a pressured and fast-paced environment. You should have high adaptability and a positive approach to challenges, be able to make decisions, solve problems, manage your time effectively, and work as part of a team. Additionally, you should be able to consistently hit KPIs on time and possess cultural understanding of the market, proficiency in market language and English, and experience in working in an office environment.