Community Care Team Coordinator (7219525)
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Our client a leading social media company is looking for a lead contractor to perform operational duties and work with a team of 20+ contractors who process user inquiries and deliver qualitative and quantitative insight into user behavior. This is a contract position based in downtown Austin.
Job Description:
• Conduct/Lead daily/weekly team meetings
• Monitor Queue volumes and oversee workload distribution related responsibilities
• Work with PRO to review the team’s quality and accuracy
• Field policy and administrative questions
• Become a SME in Community Operations Policy and Procedures
Operational Responsibilities:
• Enforce our Terms of Use by reviewing and taking action on inauthentic users on the site while identifying relevant trends
• Investigate and provide support to users who are unable to access their accounts
• Inform and influence our policies in these two areas
• Raise visibility around work flow inefficiencies.
Required Skills:
• 3-5 years work experience in Operations (ideally in Tech or Fortune 500 company)
• Past experience overseeing teams of 5-10+ people
• Experience in customer service or in a customer-facing role ideal
• Tech savvy with advanced Excel skills; previous experience with ticketing systems is ideal
• Experience working in high volume, fast-paced, and ever changing environment
• Ability to communicate effectively
• Ability to rapidly assess, analyze and resolve complicated issues with varying degrees of ambiguity
• Highly motivated and hard-working with ability to think clearly under pressure, both individually and in team environment
• Ability to learn workflows and policies quickly and apply this learning to workflows
• Strong attention to detail
• High energy, passion, and good sense of humor
• Willingness to work weekends and holidays
Education:
Bachelor's degree preferred
Languages:
English: Read Write Speak