French Bilingual – Content Processing Specialist, Customer Service, Content Moderation

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

📋 Description

• Oversee clients’ social media platforms

• Evaluate and manage content and data, which includes moderating, categorizing, responding to, and engaging with comments, messages, and other interactions

• Implement company protocols utilizing the company application and specified tools

• Alert designated company contacts to potential social media crises

• Address public comments with sound judgment, awareness of context, and the appropriate tone for the brand

• Handle direct messages and private support inquiries from start to finish

• Utilize a CRM to assess customer history, monitor cases, and document results

• Assist with account and login challenges, billing issues, subscriptions, refunds, cancellations, retention discussions, access, downloads, installations, and troubleshooting

• Offer basic product guidance and technical support, escalating issues when necessary

• Employ AI-assisted drafting tools while ensuring that messages are accurate, empathetic, and safe

• Adhere to escalation procedures for high-risk issues, sensitive subjects, and VIP scenarios

• Contribute to maintaining consistent quality across shifts

⛳️ Requirements

• A High School Diploma or equivalent

• 2+ years of experience in social care, community management, CX support, or digital customer service

• Excellent verbal communication and writing abilities

• Comfortable managing billing, subscriptions, access issues, and troubleshooting

• Capable of working independently and proactively seeking answers and resources

• Remain calm under pressure and confident in high-visibility comment sections

• Organized, responsible, and reliable

• Proficient in English, both written and spoken

• Near-native proficiency in French

• General knowledge and interest in various social media platforms

• A suitable home working environment with a reliable internet connection

• Ability to work an 8-hour shift on a rotating schedule

• Familiarity with creative or technical digital products, design, photo/video editing, productivity tools, or generative AI tools

• Experience using a CRM or social management tools like Sprout and Sprinklr

• Background in supporting subscription-based or SaaS products

• Experience with moderation and customer engagement in high-volume social settings

🏝️ Benefits

• 100% Remote position

• Continuous learning experience

• Competitive compensation based on local market rates

• Opportunity to collaborate with innovative global brands

• Supportive environment where feedback and suggestions are valued

• Diverse and global team atmosphere