Community Operations Analyst
Full training is provided for this role.
Key Responsibilities:
* Investigate and resolve reported issues, including requests for account support or potentially abusive content via our ticketing system.
* Enforce clients Terms of Use by carefully monitoring reports of abuse on the site.
* Stay up-to-date with client's products and community standards.
* Utilize market-specific knowledge and insights to find scalable solutions to improve support for 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 company policy to the global team.
* Identify inefficiencies in workflows and suggest solutions.
Required Skills & Competences:
* Strong personal resilience 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 level of Hebrew language in oral and written communication, with in-depth understanding of culture and social trends in the region.
* Advanced level of English (C1).
Contract Details:
* Full-time, permanent contract with Covalen Solutions.
Benefits:
* €29,700 per year as base salary.
* 25% salary uplift for late hours from 10pm to 2am (Evening shift only).
* Free meal on-site (lunch or dinner).
* 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 choose between Day shift (9am – 5:30pm) or Evening shift (6pm – 2am). There are no rotations. Monday to Friday, occasionally weekends and bank holidays.
Important Considerations:
* 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.
Why Join Our Team:
* 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.
* Meals on-site, private healthcare, and pension contribution.
* No previous experience required – full training is provided.