Description:
Duties and Responsibilities
- Become an expert in the support experience for public figures, content creators, and media companies
- Develop investigative skills for identifying sources of verification in various cultural contexts
- Manage high volume ticket queues in a consistent and efficient manner, create tasks, follow up on open tickets
- Serve as the primary support point of contact for content creators, public figures, and media companies regarding the verification of their pages and content
- Support and communicate with public figures, content creators and media partners, to understand and resolve their inbound product questions and issues
- Communicate and collaborate cross functionally to lead creator and partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution
- Support charities utilizing their payments, issues and queries as part of our social initiatives
- Review account details provided by client analysis and determine whether the items meet criteria provided by client Policy.
- Provide feedback on trends identified in review.
- General data entry related tasks.
- Provide suggestions to improve the process and workflows
- Serve as an advocate for the user community
- Participate in process improvement initiatives that improve quality and efficiency of work
- Participate in continuous training programs and workgroup discussions for optimal development in the role
- Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe
- Review, classify and/or eliminate highly sensitive content
- Understand and remain updated on changing client policies and guidelines
- Investigate, resolve, and relay complex content issues to the broader Trust and Safety team within agreed-upon turnaround times and standards of quality