Portuguese Social Community Operations Manager
bumble
Barcelona
hace 1 día

We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, and individuals with disabilities to apply.

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.

In your application, please feel free to note which pronouns you use (For example - she / her / hers, he / him / his, they / them / theirs, etc).

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.

KEY ACCOUNTABILITIES

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

ABOUT YOU

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

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