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