Job Title: Community Operations
Contract Duration: 6 months
Location: Remote (Anywhere in the U.S.)
Job Description:
The contractor(s) will work closely with the Policy & Strategic Response team to ensure we address increased ticket volumes. The contractor(s) will address more common-place, lower-priority infractions in order to enable the team to focus on addressing higher-priority tickets with complexity, along with the remainder of our workflows.
Responsibilities:
- Review Code of Conduct reports & determine which tickets are actionable vs. unactionable.
- Create Jira tickets for actionable reports.
- Investigate actionable tickets.
- Send outreach to violating
- Escalate tickets to CoC team with proposed enforcement actions if violations are not compliant and/or the situation is of high complexity.
Qualifications
- Adept at conducting more in-depth platform investigations and arriving at decisive conclusions about their findings.
- Communicates progress and obstacles clearly and in a timely manner.
- Communicates complex information and account issues in a manner that outside teams can easily understand.
- Recognizes when escalation is necessary.
- Familiarity with the client.
- Bonus: Familiarity with Jira and Zendesk.
KPIs for the agent
- Agent exhibits sound judgment in determining when reports are actionable.
- Agent can complete a low to medium complexity investigation in 10-15 minutes.
- Roughly half of the low to medium priority ticket queue is addressed on a weekly basis.