Content Operations Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist in maintaining the accuracy, reliability, and trustworthiness of Storyteller’s platform, support workflows, and high-volume sports content.

• Act as a liaison among content operations, support, product, and client-facing teams.

• Conduct live content checks, manage issue triage, provide application support, and facilitate client/internal updates, evidence gathering, escalation, handovers, and process enhancements.

• Oversee content operations and support workflows during live sports events and other periods of high-volume publishing.

• Perform quality checks on visuals, text, metadata, links, calls to action, timing, categorization, brand consistency, and fundamental platform behavior.

• Assess incoming support and content issues by collecting evidence, determining probable causes, and deciding on the next steps.

• Clearly reproduce and document application or workflow issues, including expected behavior, actual behavior, impacted clients/products, severity, screenshots, links, and steps to replicate.

• Differentiate between content issues, configuration issues, user/workflow issues, and potential product bugs.

• Identify, articulate, and escalate issues clearly before they develop into client or user complications.

• Maintain comprehensive handovers, incident notes, support updates, QA records, and follow-up actions across various time zones.

• Collaborate with content, operations, product, engineering, and client-facing team members to resolve issues swiftly and prevent recurrence.

• Utilize AI and internal tools to expedite checks, compare data, draft notes, analyze information, and enhance repeatability.

• Enhance checklists, playbooks, templates, support workflows, and lightweight automations as you gain insights into practical challenges.

⛳️ Requirements

• Strong instincts in application support, product support, content operations, QA, live operations, or support operations.

• Outstanding attention to detail, especially while reviewing text, visuals, links, timing, structured information, and issue evidence.

• High level of agency: when something appears incorrect, unclear, or fragile, you do not overlook it just because it was not assigned to you.

• First-principles troubleshooting: you aim to comprehend what is genuinely occurring, rather than merely routing a ticket or repeating a known answer.

• Proficient written English with the capability to articulate an issue calmly, accurately, and without unnecessary drama.

• Strong decision-making skills under pressure. You can determine what requires immediate attention, what should be escalated, and what can wait.

• Ownership of outcomes: you care about whether the content, fix, support update, or escalation was executed correctly.

• Curiosity towards systems. You wish to understand the reasons behind an issue's occurrence and how to avert similar issues in the future.

• Comfort in utilizing AI and tools to enhance your own work while still meticulously checking essential details yourself.

• Dependability and commitment when live coverage, client support, or content accuracy is crucial.

• High standards: you are not comfortable allowing subpar or inaccurate work to pass simply because it has gone unnoticed by others.

• Interest in sports, media, digital content, SaaS, live operations, or customer-facing product support.

🏝️ Benefits

• Fully remote working from anywhere in the Philippines!