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Bumble is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know.
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We are looking for a passionate and driven individual to join our Community Operations team. Working on the Badoo brand and reporting to the Senior Social Community Operations Manager, the Portuguese Social Community Operations Manager will be responsible for providing customer support to members on social media, analysing customer behaviour and communicating feedback to other teams.
Candidates can be based in Spain, UK or the US.
Day-to-day community management support on all content (both campaign and non campaign)
Be the lead tone of voice for Badoo Brazil, Portugal UK and US and respond to brand related questions, comments and be able to insert yourself into relevant conversations
Listen and monitor social channels for spikes in conversations and be able to proactively / reactively respond accordingly
Manage the external team of social agents for the Portuguese and English markets and hire new moderators when needed. While the Portuguese and English market will be the big focus, managing other markets will be required too.
Advocate for the user base you support and provide a user voice to the wider company
Make sure engagements on our social media platforms, external reviews and app store reviews are responded within SLAs
Directly resolve escalated cases from your agents
Troubleshoot user issues and escalate them to developers appropriately
Analyse customer interaction with the product and communicate feedback to the relevant team
Manage and assist with ad-hoc projects
EXPERIENCE WE ARE LOOKING FOR
Bachelor’s degree or equivalent
Proven experience in social media customer service (minimum 3 years)
Excellent command in written and spoken English and Portuguese
In depth knowledge of social media platforms and how to use them
Team management experience
Experience working with Social Media CS software and tools like JIRA is preferable - experience with Khoros will be a real plus
Good knowledge of, and passion for, the online industry
You have strong attention to detail and critical thinking skills
You are reliable, consistent and hard-working
You have the ability to multitask and manage competing priorities without getting overwhelmed
You have a positive and logical approach together with a willingness to learn
You are enthusiastic and fun to work with
You are open. No matter how many projects we deliver, each of us still has plenty to learn and it’s crucial we stay humble
You are deeply passionate about Bumble’s brand vision and values