Community Operations Analyst
We are seeking a highly skilled and empathetic Community Operations Analyst to join our team at Covalen. As a key member of our community support team, you will play a vital role in ensuring our clients' communities thrive.
About the Role
This is a permanent position working on-site in Dublin. The successful candidate will work 37.5 hours per week, with day shifts from 9am to 5:30pm or evening shifts from 6pm to 2am. Proficiency in Norwegian is essential.
Duties and Responsibilities
* Assist clients' communities by resolving inquiries promptly and empathetically.
* Develop in-depth knowledge of clients' products and community standards.
* Make informed decisions that prioritize the needs of the community.
* Possess strong interpersonal skills, verbal and written communication skills, and empathy.
* Maintain a bias towards doing what's right.
* Investigate and resolve issues reported on clients' platforms, including requests for account support and potentially abusive content.
* Respond to user inquiries with high-quality, speed, empathy, and accuracy.
* Utilize market-specific knowledge, signals, and insights to identify scalable solutions that enhance community support.
* Analyze data to develop improvements for the overall user experience on the site.
* Enforce clients' Terms of Use by monitoring reports of abuse and reviewing content within agreed turnaround times and quality standards.
* Identify workflow inefficiencies and suggest solutions.
* Evaluate trends and patterns, escalating issues outside company policy to the global team.
Essential Competencies
* Personal resilience with the ability to thrive in a pressured and fast-paced environment.
* High adaptability and positive approach to challenges.
* Decision-making ability.
* Problem-solving skills.
* Effective time management and prioritization skills.
* Teamwork ability.
* Able to consistently hit KPIs on time.
* Fluency in market language and English.
* Cultural understanding of the market.
* Experience working in an office environment is preferred.
* Reliability, consistency, and a hard-working attitude.
* Prioritizing a positive, safe user experience.
* Flexibility in working in a fast-paced environment with multiple projects.
* Able to quickly learn new information.
* Eligible to work in Ireland full-time.
Benefits
* Free canteen during shift hours.
* Healthcare.
* Extensive training and development opportunities.
* Access to Covalen Group Scheme website.
* 24-hour Employee Assistance Programme (EAP).
* Wellness Programme.
* Tax Saver Scheme.
* Bike to Work Scheme.
Equal Opportunities Employer
Covalen champions diversity and equality, creating an inclusive workplace culture that values diverse backgrounds, skills, and experiences.