Trust and Safety New Associate - MTCOPS - Danish CL13

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

Customer Operations Support T1

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 services rapidly expanding worldwide.

About the role:

As a T1 Operator in Customer Operations Support 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 operations. A T1 Operator will be expected to help educate our partners on industry standards and provide efficient solutions to ops blockers. It is important to be both flexible and versatile in this role as responsibilities will shift and additional tasks will be required of a T1 Operator throughout the continued development of the team. Based on client requirements, you might need to work agile with different workflows and use the languages skills listed on your resume.

About You:

You are curious, enthusiastic, and a quick learner who can work both independently and collaboratively on a tight deadline. 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. You are confident of what is within your scope and are able to escalate issues without making assumptions.

Your responsibilities include:


Liaise between the ops team and the partner
Ensure available content is ordered, delivered, ingested, reviewed and goes live on time
Perform content review to ensure that films/episodes adhere to client policy and legal guidelines.
Identify common errors in digital files including, but not limited to:
Video issues (digital hits interlacing, motion problems)
Audio levels, mapping and sync
Product metadata and creative asset
Identify common errors in digital files including, but not limited to:
Track and organize top priority titles
Educate partners on our platform policies and industry standards
Contribute to internal resources and associated communication documents to help manage partner relationships and development efforts


Minimum Qualifications:


A bachelor’s degree or relevant experience
1+ years of customer service / partner management experience
Proven written and oral communication skills
Intermediate Knowledge of Microsoft Office Suite and Google Workspace
Proven ability to work on a tight daily deadlines across multiple workflows


Preferred Qualifications:


Good knowledge of Excel and/or Google Workspace
Previous content review experience
Previous CRM software experience