Community Success Agent

Core Support & Moderation

• Respond to a high volume of user inquiries via email and live chat.
• Perform ad moderation duties to ensure platform safety and compliance.
• Assist with paid client vetting, onboarding, and ad hoc requests.
• Help troubleshoot technical issues encountered by users.
• Handle community risk escalations (predators, suicide, threats, etc.).
• Ensure all communications reflect the brand voice and business standards.
• Participate in team meetings and contribute constructive feedback.
• Review QA and feedback provided.

  Self-Management & Initiative

• Effectively manage individual workload, ensuring tasks are prioritised and completed in line with operational requirements.
• Proactively identify and escalate recurring user issues, platform trends, or operational inefficiencies to the Line Manager.
• Exercise sound judgment in handling routine escalations independently, adhering to established guidelines and escalating only when necessary.
• Maintain accurate and up-to-date records of activities, regularly communicating progress, challenges, and risks to the Line Manager.
• Demonstrate initiative by identifying opportunities for process improvement and proposing practical, value-added solutions.
• Contribute to team capability by supporting the onboarding and training of new team members, sharing knowledge, best practices, and procedures as required.