Job Summary
A key role in our community is to assist and resolve inquiries empathetically, accurately and on time. This includes becoming knowledgeable about our products and community standards, making well-balanced decisions and being an effective advocate for our community.
We are seeking a professional with strong interpersonal skills, verbal and written communication skills, and empathy. You will be responsible for investigating and resolving issues reported on our platform, responding to user inquiries with high quality, speed, empathy and accuracy.
You will use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users. Additionally, you will gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.
We expect our ideal candidate to have strong personal resilience, ability to operate in a pressured and fast-paced environment, high adaptability and positive approach to challenges, ability to make decisions, solve problems, manage time effectively and work as part of a team.
Key Responsibilities:
* Investigate and resolve issues reported on our platform
* Respond to user inquiries with high quality, speed, empathy and accuracy
* Gather, analyze and utilize relevant data to develop ways to improve the user experience
* Enforce our Terms of Use by monitoring reports of abuse on the site
* Identify inefficiencies in workflows and suggest solutions
* Recognize trends and patterns and escalate issues outside company policy to the global team
Essential Competencies:
* Strong personal resilience
* High adaptability and positive approach to challenges
* Ability to make decisions
* Ability to solve problems
* Effective Time management & Prioritization skills
* Ability to work as part of a team