[Wattpad] Sr. Community Operations Associate

at  WEBTOON Entertainment Inc Wattpad WEBTOON Family of Brands

Wattpad is a global multiplatform entertainment company whose vision is to entertain and connect the world through stories. Since 2006, we’ve been on a mission to use the power of community and technology to unleash the full potential of stories to the world. Every month 85 million people around the world spend over 23 billion minutes on Wattpad to share and discover stories they can’t find anywhere else. Our brand banner includes: Wattpad, Wattpad WEBTOON Studios, Wattpad Books and Wattpad Brand Partnerships. We’re proudly based in Toronto, but our reach is global. Come build the future of entertainment and storytelling, and write your next chapter with us!
The Sr. Community Operations Associate will work with our community support team on user inquiries and reports, and user support systems improvements. You must be detail-oriented, tech-savvy, and self-motivated.
This is a 6-month full-time, temporary role

REQUIREMENTS

• 3-5 years’ experience in community or user support. Must have admin experience with Zendesk.
• Technically savvy and able to quickly learn new systems.
• Strong proficiency with technology and online project management systems: Google Workspace, MS Office, Airtable
• Proficiency in Excel and/or SQL, and experience preparing reports a plus
• Ability to understand and analyze complex cases
• Must have experience working with multicultural company
  Wattpad is conducting all interviews in a distributed manner using applicable third party software where needed and using visual interface tools such as Google Hangouts and Zoom.

• Build strong relationships with Wattpad community members and resolve their questions through our official support channels.
• Respond to incoming user inquiries, complaints, feedback, and reports; handle escalated support inquiries regarding app events, creator support, and troubleshooting technical issues
• Support the team in managing changes in workflows and procedures – update macros, triggers, and automations
• Stay up to date on new site features and improvements; work with other departments to track and resolve bugs and other technical issues
• Work with Brand Safety team to resolve escalated issues and help build protocols on user safety operations
• Contribute to site and content policy development and discussions