Community Operations Analyst
We are currently hiring for the German speaking market.
Main Responsibilities:
* Investigate and resolve reported issues (inquiries via ticketing system), such as requests for account support or potentially abusive content.
* Enforce clients Terms of Use by carefully monitoring reports of abuse on the site.
* Become 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, analyze, and utilize relevant data to develop ways to improve the overall user experience.
* Recognize trends and patterns and escalate issues outside the company policy to the global team.
* Identify inefficiencies in workflows and suggest solutions.
Skill & 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, prioritize, solve problems and work as part of a team.
* Effective Time management & Prioritisation skills.
* Ability to consistently hit KPIs on time.
Language Skills:
* Fluent near-native level (C1-C2) of market language in oral and written communication, with in depth understanding of culture and social trends in the region.
* Advanced level of English (C1).
Contract:
Full-time, permanent with Covalen.
Compensation:
* €29,700 per year as base salary.
* For the Evening shift: 25% salary uplift for the late hours from 10pm to 2am (in total, up to €30,200 per year).
* For the Evening shift: €12 per day (before tax) as travel allowance.
* Free meal (lunch or dinner) on site.
* 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.
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.
Important:
* Due to 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 / Stamp 1G for minimum 12 months or renewable).
Why Apply?
* Chance to work within multicultural and diverse team.
* Great internal opportunities for career progression – employees with good performance can become Quality Auditors, Quality Analysts, Trainers & Team Leads.
* No shift rotations – fixed working schedule.
* Meals on-site, private healthcare and pension contribution.
* No previous experience required – full training is provided.