Job Description

Roles and Responsibilities Ensuring excellent customer satisfaction and driving issues resolutionSupporting user queries relating to video uploads, account verification, channel transfer, user URL and copyright in a friendly and accurate mannerTroubleshooting and help resolving technical issuesCustomer education on related productsCollaboratively share feedback and data insightsUphold our brand voice and develop a meaningful, genuine rapport with our online communities Act as technical point of contact for troubled cases with imminent or ongoing feedbackAct as a coach and mentor of the teamCreate and maintain up to date technical product and cross product documentationCreate a culture of quality and excellence within the teamOutline process improvementsExceed customer satisfaction
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Required Skills Competencies ExperienceFluency in English and an additional Portuguese native level 2 years minimum experience in social media customer supportExcellent communication skills Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly mannerMust be able to grasp complex and sometimes technical concepts, and explain them to a non technical audience in a friendly and easy to understand formatStrong, relatable social post skills. Ability to respond timely and transparently to usersTech savvy, regular user of video sharing platforms and cloud storage solutions Demonstrates quick and effective critical thinking and problem solving skillsDiligent daily monitoring of and response to direct mentions, both public and private, on all necessary platformsStrong customer support skills with the desire to help, empathize and relate to usersInternet savvy, understand the players in this spaceAbility to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process and industry changesEfficiency in prioritizing tasks in a fast paced environmentSignificant attention to detailStrong work ethic and ability to work with minimal supervision

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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