BrickBrands

French-English Bilingual Content Moderation & Customer Service Specialist

Casablanca-Settat

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 monitor social media, moderate content, and provide customer support for global brands. This remote role requires 2+ years of customer service or community management experience, strong communication skills in both languages, and the ability to handle high-volume interactions with professionalism and empathy. You'll use CRM tools and AI-assisted platforms while maintaining brand voice and escalating critical issues.

Vos missions

  • Respond to public comments with brand-appropriate tone and context awareness
  • Manage direct messages and private conversations end-to-end using CRM systems
  • Support customer service needs including billing, subscriptions, account access, and technical troubleshooting
  • Use AI-assisted tools to draft responses while ensuring accuracy, empathy, and safety
  • Escalate high-risk issues, sensitive topics, and VIP situations following established protocols
  • Maintain consistent quality standards across shifts in tone, accuracy, and decision-making

Profil recherché

  • You have 2+ years of customer service, community management, or social care experience
  • You are fluent in both English and French with socially-native communication style
  • You thrive in fast-paced environments handling multiple customer interactions calmly
  • You are self-motivated, organized, and comfortable working independently from home
  • You have interest in social media platforms and digital customer engagement

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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

  • Respond to public comments with strong judgment, context awareness, and appropriate brand tone
  • Manage direct messages and private support conversations end-to-end using CRM systems
  • Support customer service needs including account access, billing, subscriptions, refunds, and technical troubleshooting
  • Use AI-assisted drafting tools to respond efficiently while ensuring accuracy, empathy, and safety
  • Follow escalation paths for high-risk issues, sensitive topics, and VIP situations
  • Maintain consistent quality across shifts in tone, accuracy, and decision-making

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 verbal and written communication skills with friendly, clear, socially-native tone
  • Ability to handle customer issues calmly under pressure in high-visibility environments
  • Comfortable working independently with stable home internet 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
  • Experience supporting subscription-based or SaaS products
  • Background in high-volume social moderation and customer engagement

What We Offer

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

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