User Operations Specialist - Trust and Safety

Our Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal platform users. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences.

Responsibilities
- Respond to user queries in a timely and accurate manner, via internal platform and IM chat
- Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams;
- Follow up with users to ensure the reported technical issues are resolved;
- Analyse tickets to identify process improvement opportunities;
- Assist and support training projects and user feedback projects;
- Assisting with daily data analytics work, such as QA sampling, metrics consolidationg, dashboard construction, data workflow governance, etc.
- Partner with the Engineering team on product optimizations will be a plus.
- This role follows a shift schedule - 7 days with 2 days off in lieu weekly and the shift might be on a ration basis.