Community Operations Analyst

Community Operations Analyst (Multilingual)

Job Description:

We are seeking a highly skilled Community Operations Analyst to join our team at CPL. This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and ensuring the well-being of our online community.

The ideal candidate will be responsible for assisting our clients' communities, resolving inquiries empathetically and accurately, and making well-balanced decisions that promote a positive and safe user experience. Key responsibilities include investigating and resolving issues reported on our platform, responding to user inquiries with high quality, speed, empathy, and accuracy, and enforcing our clients' Terms of Use by monitoring reports of abuse on the site.

To succeed in this role, you will need to possess strong personal resilience, adaptability, and problem-solving skills. You will also require effective time management and prioritization skills, as well as the ability to work as part of a team and consistently hit KPIs on time.

Our ideal candidate will have a proficiency in market language and English, cultural understanding of the market, and experience working in an office environment. They will also be extremely reliable, consistent, and hard-working, with a passion for ensuring a positive, safe user experience.

As a Community Operations Analyst, you will have the opportunity to learn new information quickly, work on different projects, and contribute to the growth and development of our online community.

Key Responsibilities:

• Assist our clients' communities and help resolve inquiries empathetically, accurately, and on time
• Become and remain knowledgeable about our clients' products and community standards
• Make well-balanced decisions and personally drive to be an effective advocate for our community
• Investigate and resolve issues reported on our platform, including 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, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site
• Enforce our clients' Terms of Use by carefully monitoring reports of abuse on the site
• Review reported content within agreed turnaround times and standards of quality
• Identify inefficiencies in workflows and suggest solutions
• Recognize trends and patterns and escalate issues outside company policy to the global team

Essential Competencies:

• Strong personal resilience with the ability to operate in a pressured and fast-paced environment
• High adaptability and positive approach to challenges
• Ability to make decisions
• Ability to solve problems
• Effective time management & prioritization skills
• Ability to work as part of a team
• Ability to consistently hit KPIs on time

Candidate Experience:

• Proficient in market language and English
• Cultural understanding of the market
• Experience working in an office environment is preferable
• Extremely reliable, consistent, and hard-working
• Passion for ensuring a positive, safe user experience
• Flexible in working in a fast-paced environment with different projects to work on
• Ability to learn new information in a short period of time
• Eligible to work in Ireland full-time

Benefits:

• Health Insurance
• 25 days Annual Leave
• Extensive Training & Development
• Access to Covalen's Wellness Programs
• Tax Saver Travel Card
• Covalen's Bike to Work Scheme

Further Details:

• Salary: €29, per annum
• Location: Sandyford (Dublin 18)
• Working hours: 37.5 hours/week, Monday to Sunday (including Bank Holidays)
• Shift: Day (9am to 5.30pm) / Evening (6pm to 2am)
• Pay Schedule: Monthly
• Contract Type: Permanent Full-Time Contract