BrickBrands

French-English Bilingual Content Moderation & Customer Service Specialist

Marrakech

CDI / Temps pleinTélétravail1–3 ansBacAnglais, FrançaisService client / SAVCentres d’appel / BPO

L’essentiel du poste

Résumé par Postule AI

BrickBrands seeks a French-English bilingual Content Processing Specialist to provide customer service and content moderation for global brand clients. Working 100% remotely from Morocco, you'll manage social media interactions, handle customer support inquiries (billing, subscriptions, technical issues), and escalate critical situations. Requires 2+ years of customer service or community management experience, fluency in both English and French, and ability to work rotating shifts in a fast-paced, high-volume environment.

Vos missions

  • Monitor and moderate social media content, comments, and messages according to company guidelines and brand voice standards
  • Respond to customer inquiries including account support, billing, subscriptions, refunds, and technical troubleshooting
  • Manage direct messages and private conversations end-to-end using CRM systems to track customer history and document outcomes
  • Escalate high-risk issues, sensitive topics, and VIP situations following established protocols and inform designated contacts of potential crises
  • Use AI-assisted drafting tools to compose accurate, empathetic responses while maintaining quality and safety standards

Profil recherché

  • You are fluent in both English and French and comfortable switching between languages naturally
  • You have 2+ years of customer service, community management, or social media support experience
  • You thrive in fast-paced environments handling multiple customer interactions with calm professionalism
  • You have a reliable home setup with stable internet and can commit to rotating shift schedules
  • You are detail-oriented, organized, and passionate about delivering excellent customer experiences

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About the Role

Join BrickBrands as a Content Processing Specialist, providing 24/7 brand protection and customer engagement across social media platforms. You will monitor client social media properties, moderate content, respond to customer inquiries, and escalate critical issues while maintaining brand voice and quality standards.

Main Responsibilities

  • Monitor and moderate social media comments, messages, and content according to company guidelines
  • Respond to public comments and manage direct messages (DMs) with strong judgment and appropriate brand tone
  • Handle customer service needs including account support, billing, subscriptions, refunds, and technical troubleshooting
  • Use CRM systems to track customer history, document outcomes, and maintain case records
  • Escalate high-risk issues, sensitive topics, and VIP situations following established protocols
  • Leverage AI-assisted tools to draft accurate, empathetic responses while ensuring quality and safety

Required Qualifications

  • High School Diploma or equivalent
  • 2+ years of experience in social care, community management, customer experience, or digital customer service
  • Fluent in English (written and oral) and near-native fluency in French
  • Strong written and verbal communication skills with a friendly, clear, and socially native tone
  • Ability to work independently, handle pressure calmly, and maintain consistency across shifts
  • Reliable home environment with stable internet connection and ability to work rotating 8-hour shifts

Nice to Have

  • Experience with CRM platforms or social tools (Sprout, Sprinklr)
  • Familiarity with creative or technical digital products
  • Background supporting subscription-based or SaaS products
  • Experience in high-volume social media moderation and customer engagement

What We Offer

  • 100% remote position based in Morocco
  • Competitive compensation based on location market rates
  • Continuous learning and development opportunities
  • Diverse, global team environment with inclusive culture
  • Opportunity to work with innovative, world-class brands

Mise en forme par Postule ·

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