Operations Support Specialist

Operations Support Specialist

As a Trust and Safety Operational Support Specialist, you will be responsible for maintaining the integrity of our platform by investigating and resolving issues related to policy violations, fraudulent activities, and other questionable practices. You will be responsible for overseeing daily operations to ensure our policies are effectively applied to accounts and content. This includes conducting investigations and making judgments on complex or edge cases. Effective communication with other functional teams is a key part of this process. You will need to have a thorough understanding of Trust and Safety guidelines and principles, establishing our team as a support resource while functioning in an advisory capacity. Additionally, you are encouraged to propose ideas to improve user experiences in your market based on insights gained from daily operations.
Responsibilities:

• Handle a high volume of support requests from internal teams and external clients, ensuring timely and accurate responses.
• Stay up-to-date with policy and process changes, including technical updates.
• Ensure that our policies are effectively applied to our content, work on investigations, and make judgments on any edge cases or complicated issues.
• Engage in team tasks such as documentation updates, data collection, and data analysis.
• Lead shadowing or training sessions with members of the team and other internal departments.
• Communicate with peers and cross-functional partners about broken experiences within products, including abuse, data issues, or bugs.
• Manage quality standards and communication flow with our Partner teams.
• Understand the broader mission of the business by proposing and implementing innovative ideas to drive tool development and process improvements.

Requirements:

• Experience of 3+ years in a customer support role, risk/fraud operations or with a consumer-facing web company.
• Ability to work autonomously and manage a high volume of requests effectively.
• Ability to build relationships with cross-functional partners
• Proven ability to communicate clearly and empathetically with both technical and non-technical users.
• Intellectually curious and comfortable operating in a fast-paced, ever-changing environment.
• Ability to learn new tools and constantly improve operational efficiencies.
• Ability to quickly identify patterns and trends across seemingly unrelated content and drive solutions to the problem.
• Ensures high integrity and quality of internal process and procedure documentation.
• Acts as a self-starter, proactively identifying and addressing potential issues before they escalate.

Please apply today by sending your CV to [email protected]