The Media Community Development team develops and executes solutions for public figures and media publishers on social media platforms in India. This team helps to improve the experience of the media partner on the platform, by increasing engagement levels through exceptional support experiences for publishers, public figures, content and video creators, and obtaining actionable insights. This individual will work with media partners in India to provide support and manage the communication channel through voice and email interactions, which will require proficiency in Hindi language.

Job Scope:

• 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
• Serve as the primary support point of contact for India-based content creators, public figures, and media companies regarding the verification of their pages and content
• Support and communicate with India-based 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
• Play an active role by contributing to improving policies and processes.
• Communicate effectively to educate Partners on our Products and provide recommendations when necessary.
• Work with support team to evaluate Partner's issues/problems, identify root causes and derive solutions
• Translate content, written and spoken, from Hindi to English for the team and vice versa

Job Qualifications:

• Minimum Diploma in any field
• Strong understanding of country market nuances and landscape, including geopolitical, economic and social issues
• 2+ years of experience in online operations, account management or technical support in a contact center environment is essential
• Ability to adapt and learn quickly in a fast-changing corporate environment and work cross-functionally across multiple time zones and functions
• Strong Social Media Savviness
• Industry and business knowledge of online marketing space, content creation, digital publishing and/or media companies preferred
• Target delivery focused attitude and experience of a service delivery environment
• Strong skillset around attention to detail, organizational and problem-solving skills and a proven ability to drive results
• Business language proficiency (written and oral) in Hindi. Interested candidates must substantiate language proficiency with relevant certifications.
• Work Location: work from home / South Beach
• Work schedule includes weekends and PH when rostered

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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