Community Operations Analyst
Job Description:
We are seeking a Community Operations Analyst to join our team in Dublin. The successful candidate will be responsible for investigating and resolving reported issues, enforcing clients' Terms of Use, and gathering data to improve the user experience.
Main Responsibilities:
* Investigating and resolving reported issues, such as requests for account support or potentially abusive content;
* Enforcing clients' Terms of Use by carefully monitoring reports of abuse on the site;
* Becoming and remaining knowledgeable about clients' products and community standards;
* Using market-specific knowledge and insights to find scalable solutions to improve the support of our community of users;
* Gathering, analysing, and utilising relevant data to develop ways to improve the overall user experience;
* Recognising trends and patterns and escalating issues outside the company policy to the global team;
* Identifying inefficiencies in workflows and suggest solutions.
Skills & 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, prioritise, 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:
Full-time, permanent with Covalen Solutions
Compensation:
* €29,700 per year as base salary;
* 25% salary uplift for the late hours from 10pm to 2am for Evening shift;
* 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.
Location:
Dublin 18, Sandyford, Dublin South
Important:
* 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 Apply?
* Chance to work within a 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.