Content Operations Analyst

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

📋 Description

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

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

• Conduct live content checks, triage issues, provide application support, deliver client/internal updates, gather evidence, escalate matters, manage handovers, and drive process improvements.

• Oversee content operations and support workflows during live sports events and other high-traffic publishing times.

• Perform quality checks on visuals, copy, metadata, links, calls to action, timing, categorization, brand consistency, and basic platform functionality.

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

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

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

• Identify, articulate, and escalate issues proactively before they escalate into client or user problems.

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

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

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

• Refine 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.

• Exceptional attention to detail, particularly in reviewing text, visuals, links, timing, structured information, and evidence of issues.

• High level of agency: when you notice something wrong, unclear, or fragile, you address it, regardless of whether it was assigned to you.

• First-principles troubleshooting: you seek to genuinely understand what is happening, rather than simply routing a ticket or repeating a known response.

• Proficient in clear written English, with the ability to calmly and accurately explain an issue without unnecessary drama.

• Strong judgment in high-pressure situations. You can determine what requires immediate attention, what should be escalated, and what can be postponed.

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

• Curiosity about systems: you are eager to understand why an issue occurred and how to avoid similar problems in the future.

• Comfort in using AI and tools to enhance your work while still meticulously checking important details yourself.

• Reliability and commitment when live coverage, client support, or content accuracy are critical.

• Uphold high standards: you are not satisfied with allowing weak 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.

• Experience in application support, product support, technical support, customer support operations, content QA, live operations, editorial work, proofreading, moderation, or digital publishing.

• Familiarity with SaaS, sports, media production, CMS tools, publishing workflows, mobile/web applications, or client-facing support.

• Proficient in using tools such as Jira, Zendesk, Intercom, Linear, CMS platforms, spreadsheets, dashboards, browser developer tools, SQL, APIs, or log/search tools.

• Demonstrated examples of improving a checklist, workflow, support process, QA process, runbook, template, or lightweight automation.

• Experience in a fast-paced operating environment where accuracy, timing, and communication are essential.

🏝️ Benefits

• 33 Days Paid Leave