Our client is looking for a Content Specialist to join their team. This position will be looking after high priority escalations for users, protecting user safety and taking ownership of these escalations from start to finish.
Responsibilities:
- Respond to user inquiries with high quality, speed, empathy and accuracy
- Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution
- Become an expert in the support experience for users; understand and resolve their inbound product questions and issues
- Investigate escalations from internal stakeholders and lead them to resolution
- Develop and share deep expertise on a key product
- Make informed recommendations to improve user experience with products, supporting workflows, and address areas for product support optimizations
- Identify trends and develop solutions to optimise team workflows, introduce new processes and improve partner experience
- Identify and resolve fraud trends impacting our users
- Proactively investigate, troubleshoot, and resolve sensitive escalations
- Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams in order to implement optimal integrity solutions
- Ability for up to 16 hours a month to work on weekend and holiday shifts
Qualifications:
- 3+ years of experience in a support function working directly with clients or users
- Experience communicating issues, risks and paths to resolution the results of analyses in a clear and effective manner
- Experience working with global teams
- Resilient mindset - thrives over changing priorities and ever changing knowledge
- Strong problem-solving and analytical skills
- Attention to detail - ability to follow strict set of operational steps
- Customer focused approach
Good to have:
- Experience working with SQL
- Exposure to Social Media landscape
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
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