Trust and Safety Associate - MTCOPS - UKI CL12

Position: Customer Operations Support

Location: Dublin, Ireland

Contract: 12 months contract (with view to extension)

Work Hours: Mon-Sun from 6am to 10pm including Bank Holidays

Role Description:

Customer Operations Support T2

Team: TV and Movies Ops Customer Support

About the team:

Fast-paced and dynamic, this Operations team works with both TV and Film studios as well as post-production houses throughout the world to facilitate content ingestion, processing, and publishing of both Hollywood and independent/regional movies to one of the major Transactional Video On Demand (TVOD) services rapidly expanding worldwide. The team also works closely with external streaming app developers and internal testers on different projects.

About the role:

As a T2 Operator in Customer Support Operations your main responsibility is to provide end-to-end operational support in all aspects of digital content distribution. You will be working with cross-functional teams to collaborate on launch projects with high visibility and maintain day-to-day operation. A T2 Operator will be expected to help educate both our partners and our T1 operators on industry standards, and provide efficient solutions to operational blockers.

It is important to be flexible and versatile in this role as responsibilities will shift and additional tasks will be required of a T2 throughout the continued development of the team. Our workflows change constantly so it is very important to be able to adapt and learn continuously. Giving candid feedback and helping to maintain our information resources is also key to success. Based on client demand you might be asked to shift between multiple workflows as well as use the language skill set you have listed on your resume. You will be required to provide support either on ad hoc basis or as a permanent solution during weekends and bank holidays as required by the client demands.

About You:

You are a curious, quick learner who can work both independently and collaboratively on a tight deadline. You have an enthusiastic attitude about learning new things. You apply sound judgment when dealing with sensitive information which may require escalation. You are professional and communicate well with team members from all levels. You are organized and know how to prioritize effectively. You adapt well to changes and make quick adjustments to make accommodations. Previous experience and working knowledge of the TVOD industry, digital media content and/or streaming platforms is essential to be successful in this role.

Your responsibilities include:


Act as liaison to client partnered studios
Independently analyze a variety of content related issues and problem-solve using available resources
Troubleshooting issues and requests coming from different stakeholders, including studio partners, post production houses, internal teams and client contacts.
Educate studios and post production houses on our platform policies and industry standards.
Guide external app developers through their product’s onboarding process with the client while tracking and communicating the progress together with internal teams
Identify and troubleshoot issues that arise in the delivery process; working with cross-functional teams to investigate
Coordinate package and asset deliveries and ensure content is published as scheduled
Conduct storefront quality assurance tasks as assigned
Provide education and guidance to T1 operators to resolve escalated requests
Collaboratively work with your T2 peers and share your knowledge with subsequent new joiners
File feedback through provided channels to improve and maintain our information resources and workflows
Escalate as necessary to the T3 Team to resolve advanced requests out of T2 scope
Assist with different vendor projects (example: territory launches, product/feature launches, content redelivery projects etc.)
Identify process improvements and automation initiatives and bring them up to your project leadership
Constantly shift between multiple workflows, projects and responsibilities as per the client demand
Take full ownership of the work assigned to you


Minimum Qualifications:


A bachelor’s degree or 4+ years of customer service/partner management experience
Proven written and oral communication skills
Past experience in working in the movies and TV digital distribution industry
Knowledge of TVOD Industry, movie production industry and dynamics, digital media content and streaming platforms
Knowledge of Google Docs and Microsoft Office Suite, especially Excel
Ability to work on tight daily deadlines
Exemplifies exceptional leadership qualities and ability to learn quickly in a fast-paced environment while keeping a sharp attention to details