أخصائي معالجة المحتوى ثنائي اللغة (الفرنسية)

Summary of the Role

Monitoring the social media properties of the Company's clients as assigned by the Company, which includes reviewing and processing the content and data on those properties (including moderating, classifying, responding to and engaging with comments, messages and other content) in accordance with the Company's guidelines for the assigned properties, through the application developed by the Company and any other tools designated by the Company, and escalating (i.e. informing) the Company's designated contact of possible social media crises on the clients' social media properties.

Your responsibilities include:

• Responding to public comments with strong judgment, context awareness, and the right brand tone
• Managing direct messages (DMs) and private support conversations end-to-end
• Using a CRM to review customer history, track cases, and document outcomes clearly
• Supporting common customer service needs including:
• Account and login support
• Subscription, billing, refunds, and cancellations
• Retention-style conversations (when appropriate)
• Access, download, install, or it s not working troubleshooting
• Providing basic product guidance and technical triage, escalating when needed
• Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending
• Following established escalation paths for high-risk issues, sensitive topics, and VIP situations
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)Company Description

Desired Candidate Profile

Here s What You Will Need:

• A High School Diploma or equivalent
• 2+ years of experience in social care, community management, CX support, or digital customer service
• Strong verbal communication & writing skills (friendly, clear, and socially native)
• Comfort handling customer issues like billing, subscriptions, access problems, and troubleshooting
• Comfortable working independently and proactively finding answers and resources
• Calm under pressure and confident in high-visibility comment sections
• Organized, accountable, and consistent
• Fluent in English both written and oral
• Near native Fluency in French
• General knowledge and interest in various social media platforms
• A good working home environment with a stable internet connection
• The ability to work an 8-hour shift on a rotating shift schedule

Nice to have:

• Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools)
• Experience working within a CRM, or social tools such as Sprout, Sprinklr etc.
• Experience supporting subscription-based or SaaS products
• Experience with moderation and customer engagement in high-volume social environments