Responsibilities
- Take ownership of the daily execution and delivery of Media Intelligence Digests for a portfolio of client accounts.
- Review and deliver client digests, consistently meeting established deadlines and service-level expectations.
- Conduct detailed quality assurance checks to ensure each digest is accurate, complete, and meets client expectations before delivery.
- Monitor active client review periods, coordinate revisions, and ensure requested changes are implemented quickly and accurately.
- Resolve delivery issues in real time, identify root causes, and escalate operational or technical problems when necessary.
- Develop expertise in account-specific requirements, preferences, and recurring workflows to deliver consistent, high-quality service.
- Collaborate closely with Editorial, Customer Success, Customer Support, Onboarding, and Product and Engineering teams to resolve issues and enhance the client experience.
- Identify opportunities to improve workflows, documentation, and operational processes to increase quality, consistency, and scalability.
- Support the onboarding of new digest accounts by assisting with operational readiness and documenting best practices.
Requirements
- At least 1 year of experience supporting time-sensitive operational workflows in customer support, operations, editorial operations, media operations, or a similar field.
- Experience managing multiple concurrent priorities while consistently meeting deadlines.
- Exceptional attention to detail and a strong quality assurance mindset.
- Excellent written communication skills with the ability to communicate clearly and professionally with clients and internal partners.
- Strong organizational and time management skills.
- Experience working directly with customers or customer-facing deliverables.
- Ability to work independently, exercise sound judgment, and make informed decisions within established processes.
- Strong problem-solving skills and the ability to remain calm under tight deadlines.
- Experience following documented operational procedures while identifying opportunities for continuous improvement.
Nice to Have
- Experience supporting SaaS products or subscription-based services.
- Experience working in media monitoring, media intelligence, journalism, publishing, or editorial environments.
- Experience performing editorial review or quality assurance.
- Familiarity with CRM systems, ticketing platforms, or workflow management tools.
- Experience documenting operational procedures and process improvements.
- Experience working with globally distributed teams.
- Experience managing multiple client accounts with recurring delivery schedules.
Compensation
Not specified
Work Arrangement
Remote (Worldwide) — Bulgaria
Team
Not specified
Other
- Working hours: 12:00 PM to 8:00 PM Bulgaria time (EET/EEST, depending on daylight saving time), providing coverage during the early morning hours in the Eastern Time zone.
- Travel: up to 10% travel for team collaboration, customer engagements, and company events.
- Attendance at annual company offsite (typically held in Mexico) is expected.
- Interview process: 30-minute interview with Talent Team, 1-hour Zoom interview with hiring manager, peer interviews, 30-minute Executive interview, 30-minute Bar Raiser.
Not specified
