Community Operations Analyst
This role is based in the Albanian market.
Main Responsibilities:
* Investigate and resolve reported issues, such as account support requests or abusive content.
* Enforce clients Terms of Use by monitoring abuse reports on the site.
* Stay knowledgeable about client products and community standards.
* Use market insights to find scalable solutions for community support.
* Analyse data to improve user experience.
* Recognise trends and escalate issues outside company policy to the global team.
* Identify inefficiencies and suggest workflow improvements.
Skills & Competences:
* Strong personal resilience in a pressured environment.
* Excellent interpersonal skills, verbal communication, and empathy.
* High adaptability and positive approach to challenges.
* Making decisions, prioritising, problem-solving, and teamwork.
* Effective time management and prioritisation skills.
* Consistently meeting KPIs on time.
Language Skills:
* Fluent Albanian language (oral and written) with in-depth cultural understanding.
* Advanced English (C1) level.
Contract Details:
* Full-time, permanent position with Covalen.
* Salary: €29,700 per year (base).
* Evening shift salary uplift: up to €30,200 per year (25% uplift).
* Travel allowance: €12 per day (before tax).
* Free meal on-site.
* Private healthcare.
* Pension contribution.
* 25 days annual leave.
* Extensive training and wellness programme access.
* Tax saver and bike-to-work scheme.
Working Hours:
* Monday to Friday, occasionally weekends and bank holidays.
* Candidates choose between Day shift (9am – 5:30pm) or Evening shift (6pm – 2am). No rotations.
Important:
* Fully confident dealing with sensitive content required.
* Eligible to work full-time in Ireland.
Why Apply?
* Multicultural and diverse team.
* Internal career progression opportunities.
* No shift rotations – fixed schedule.
* Meals on-site, private healthcare, and pension contribution.
* No previous experience needed – full training provided.