Community Operations Analyst
We are currently hiring for the Finnish speaking market for a Community Operations Analyst.
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 and remain 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 company policy to the global team.
* Identify 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, prioritize, solve problems, and work as part of a team.
* Effective time management and prioritization 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 Information
* This is a full-time, permanent position with Covalen.
* Candidates can choose between Day shift (9am – 5:30pm) or Evening shift (6pm – 2am). There are no rotations. Monday to Friday, occasionally weekends and bank holidays.
Benefits
* €29,700 per year as base salary.
* 25% salary uplift for the late hours from 10pm to 2am (in total, up to €30,200 per year).
* €12 per day (before tax) as travel allowance.
* Free meal (lunch or dinner) on site.
* 25 days of annual leave.
* Extensive training and access to CPL's Wellness Programme.
* Tax Saver and Bike-to-Work Scheme.
Important Considerations
* 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).