Community Operations Analyst

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Job Description

Community Operations Analysts review reported and flagged social media content and harmful accounts online that negatively affect millions of users world-wide. We are currently hiring for highly-motivated individuals to join our team and deliver high-quality results and service for our social media client.

*Candidates in this position must be able to deal with extreme, graphic and sensitive content*

Responsibilities:

  • Assist our client’s community and help resolve inquiries empathetically, accurately and on time
  • Become and remain knowledgeable about client’s products and community standards
  • Make well balanced decisions and personally driven to be an effective advocate for our community
  • Strong interpersonal skills, verbal and written communication skills and most importantly empathy
  • Display a strong bias to doing what’s right
  • Investigate and resolve issues that are reported on client’s platform such as requests for account support and reports of potentially abusive content
  • Respond to user inquiries with high quality, speed, empathy and accuracy
  • Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
  • Gather, analyse and utilize relevant data to develop ways to improve the overall user experience on the site
  • Enforce clients Terms of Use by carefully monitoring reports of abuse on the site
  • Review the reported content within agreed turnaround times and standards of quality
  • Identify inefficiencies in workflows and suggest solutions
  • Recognise trends and patterns and escalate issues outside the company policy to the global team.

Skills:

  • Fluency in any of the languages listed below and English
  • Cultural understanding of the market/region
  • Teamwork and Communication
  • Prioritisation of tasks and Organisation
  • Adaptability and Crisis Management
  • Attention-to-detail and Results Orientation
  • Troubleshooting and Problem-solving
  • Critical decision making

Benefits:

  • Free canteen, food and snacks
  • Healthcare and Pension Contributions
  • Free Taxi subsidy for evening shift
  • Extensive Training and access to CPL's Wellness Programme
  • Tax Saver and Bike-to-Work Scheme

Terms:

  • Permanent Contract
  • Full time: 40hrs per week (Business flexibility is required)
  • Set shifts (No rotation): Day shift - 9am - 5.30pm
    *Shift availability depends on business vacancy*

Requirements:

  1. Fluency in English and one of the languages listed below:
    • Bulgarian
    • Danish
    • Estonian
    • French
    • Finnish
    • German
    • Indonesian
    • Kurdish
    • Portuguese
    • Spanish
    • Turkish
  2. Eligibility to work full-time in Ireland (e.g. EU Passport OR Stamp 4, etc.)
  3. Candidates must be fully confident in viewing and managing extreme social media content

If you are interested below please send your updated CV to gabriel.mamaradlo@cpl.ie and leave a brief cover letter stating:

1. Your current visa status in Ireland or EU

2. Your current location

3. Your Notice period

Apply via LinkedIn

Gabriel Mamaradlo

Recruitment Consultant 01 614 6070 Gabriel.Mamaradlo@cpl.ie