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 accounts

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

• Implement company policies utilizing the organization's application and specified tools

• Alert the company's designated contact about potential social media crises

• Address public comments with sound judgment, contextual understanding, and the appropriate brand tone

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

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

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

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

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

• Adhere to escalation protocols for high-risk issues, sensitive matters, and VIP situations

• Contribute to maintaining consistent quality across shifts

⛳️ Requirements

• High School Diploma or equivalent

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

• Excellent verbal communication and writing abilities

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

• Capability to work independently and proactively seek answers and resources

• Composed under pressure and confident in high-visibility comment sections

• Organized, responsible, and consistent

• Proficient in English, both written and oral

• Near-native proficiency in French

• General knowledge and interest in various social media platforms

• Good working environment at home with a stable internet connection

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

• Familiarity with creative or technical digital products is a plus

• Experience with CRM or social tools like Sprout and Sprinklr is a plus

• Experience supporting subscription-based or SaaS products is a plus

• Experience with moderation and customer engagement in high-traffic social environments is a plus

🏝️ Benefits

• Fully remote position

• Ongoing learning opportunities

• Competitive salary based on local market rates

• Chance to collaborate with innovative global brands

• Inclusive environment where feedback and suggestions are valued

• Diverse and global team atmosphere