Content Operations Analyst

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

📋 Description

• Oversee content operations and assist with workflows during live sports events and other peak publishing times.

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

• Manage incoming support and content-related issues by collecting evidence, identifying potential causes, and determining the next steps.

• Accurately 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 problems, configuration issues, user/workflow challenges, and potential product bugs.

• Identify, articulate, and escalate issues promptly before they escalate into client or user concerns.

• Ensure clear handovers, incident documentation, support updates, quality assurance records, and follow-up actions across various time zones.

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

• Leverage AI and internal tools to expedite checks, compare information, draft notes, analyze data, and enhance 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, quality assurance, 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 something appears incorrect, unclear, or unstable, you address it rather than overlook it simply because it wasn’t assigned to you.

• First-principles troubleshooting: you seek to comprehend what is genuinely occurring rather than just routing a ticket or repeating a known solution.

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

• Strong judgment when under pressure, allowing you to assess what requires immediate attention, what should be escalated, and what can be deferred.

• Outcome ownership: you care about whether the content, fix, support update, or escalation was effectively implemented.

• Curiosity regarding systems: you wish to understand the root causes of issues and how to prevent similar occurrences in the future.

• Comfort with using AI and tools to enhance your work while still ensuring that important details are verified personally.

• Dependability and follow-through when live coverage, client support, or content accuracy is critical.

• Standards: you are uncomfortable allowing subpar or incorrect work to pass unnoticed.

• 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, proofreading, moderation, or digital publishing.

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

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

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

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

🏝️ Benefits

• Fully remote working!