Job Description
As a Community Operations Analyst, you will play a vital role in supporting our client's community and resolving inquiries with empathy and accuracy.
Key Responsibilities:
* Assist the client's community and help resolve inquiries promptly and effectively.
* Stay knowledgeable about the client's products and community standards to provide informed support.
* Make well-balanced decisions and take ownership of being an effective advocate for the community.
* Demonstrate strong interpersonal skills, verbal and written communication skills, and empathy to build trust with users.
* Investigate and resolve issues reported on the client's platform, including account support requests and potentially abusive content.
* Respond to user inquiries with high quality, speed, empathy, and accuracy.
* Use market-specific knowledge, signals, and insights to identify scalable solutions to improve support for the community of users.
* Analyze data to develop ways to enhance the overall user experience on the site.
* Enforce clients' Terms of Use by monitoring reports of abuse on the site and reviewing reported content within agreed turnaround times and standards of quality.
* Identify inefficiencies in workflows and suggest solutions to optimize processes.
Essential Competencies:
* Maintain personal resilience in a pressured and fast-paced environment.
* Show adaptability and a positive approach to challenges.
* Make informed decisions to drive progress.
* Solve complex problems efficiently.
* Manage time effectively and prioritize tasks to meet deadlines.
* Collaborate as part of a team to achieve shared goals.
* Achieve consistent performance against Key Performance Indicators (KPIs).
Candidate Experience:
* Proficiency in English and market language.
* Cultural understanding of the market.
* Reliability, consistency, and a strong work ethic.
* Passion for ensuring a positive, safe user experience.
* Flexibility to work in a fast-paced environment with diverse projects.
* Able to learn new information quickly.
* Eligibility to work in Ireland full-time.
Benefits and Perks:
* Health Insurance.
* 25 days Annual Leave.
* Free meals onsite.
* Ongoing Training & Development.
* Access to Covalen's Wellness Programs.
* Tax Saver Travel Card.
* Bike to Work Scheme.
About Us:
We are an Equal Opportunity Employer committed to fostering an inclusive environment that celebrates diversity and promotes equality. Our workplace culture values creativity, innovation, and teamwork.