Job Description
Company Introduction Our client is a multinational online entertainment platform.
Job Responsibilities and Duties
Respond promptly, courteously, and professionally to client inquiries via email and chat;
Troubleshoot technical issues related to account management, billing, and site navigation;
Escalate complex issues to the relevant departments, ensuring timely resolution;
Ensure compliance with industry regulations and internal online sales policies;
Maintain accurate records of client interactions and resolutions in the support database;
Provide email and chat support to Content Providers, assisting with technical issues, profile management, and general platform usage;
Guide models through the onboarding process, ensuring they understand platform policies, tools, and best practices;
Review and validate registration attempts and user-generated content in line with internal policies;
Monitor and enforce the platform’s Fair Play rules by engaging with live users;
Offer feedback to Content Providers to help improve their profiles and performance;
Conduct coaching sessions under the guidance of the Key Account Manager, sharing industry best practices, client engagement strategies, and performance tips;
Develop and update training materials, resources, and guidelines for Content Providers;
Track Content Providers’ performance metrics and provide constructive feedback for improvement;
Stay informed about industry trends and share relevant insights to help Content Providers remain competitive;
Collaborate with other support teams and departments to ensure a consistent, high-quality support experience;
Report recurring issues, client feedback, and technical problems to the Support Manager;
Contribute to refining support processes, training materials, and overall service delivery.
Experience
Minimum of 3 years’ experience in customer support, preferably within the entertainment industry or a related sector;
Experience working in agile environments;
Previous experience in a coaching or mentoring capacity is highly desirable;
Have L2-L3 support experience, particularly when working closely with development teams, is an advantage;
Excellent command of English; proficiency in French and/or Spanish is a strong advantage;
Skilled in using support ticket systems and chat tools, such as Zendesk, Freshdesk, or Salesforce.
Personal Skills
Strong written and verbal communication skills;
Ability to manage sensitive and confidential information with discretion;
Excellent problem-solving abilities with a proactive, solutions-oriented mindset;
Capable of working independently while efficiently managing multiple priorities.
BroadWing
You must sign in to apply for this position.