Job Description

Content Analyst
Responsibilities:
o Assist our community and help resolve inquiries empathetically, accurately and on
time
o Become and remain knowledgeable about social media products and community
standards
o Make well balanced decisions and personally driven to be an effective advocate for
our community
o Strong interpersonal skills, verbal and written communication skills and most
importantly empathy
o Display a strong bias to doing what’s right for our community in supporting social
media’s mission
o Investigate and resolve issues that are reported on social media such as requests for
account support and reports of potentially abusive content
o Respond to user inquiries with high quality, speed, empathy and accuracy
o Use market specific knowledge, signals and insights to spot and scope scalable
solutions to improve the support of our community of users
o Gather, analyse and utilize relevant data to develop ways to improve the overall
user experience on the site
o Enforce social media Terms of Use by carefully monitoring reports of abuse on the
site
o Review the reported content within agreed turnaround times and standards of
quality
o Identify inefficiencies in workflows and suggest solutions
o Recognize trends and patterns, and escalate issues outside the company policy to
the global team

▪ Min. requirements:
o Language requirements:
▪ Agreed upon min. English language test score based on mutually agreed
upon external English language test or acceptable approved equivalent
▪ Agreed upon min. language test score based on mutually agreed upon
external English language test or acceptable approved equivalent for the
language supported by each specific rep in addition to English
o Reasoning/analytical capabilities:
▪ Minimum score to be achieved in SERVICE PROVIDER reasoning/analytical
test – mutually to be agreed upon between both parties
o Education:
▪ Bachelor’s Degree of further education/college desirable, to be mutually
agreed upon between both parties
o Experience:
▪ Minimum 1-year prior operations experience in a shared service, business
process outsourcing environment or comparable service/process
management environment
▪ High affinity and cultural awareness of political/social situation regarding
the relevant market/region that will be supported by each ‘rep’ – which is
critical to be aware of the cultural/regional differences for nuanced policy
decisions to be applied in accordance with social media abuse standard
policies and training materials