Triage Assistant

Description

Job Summary: Join a global social media operations team, performing triage and routing of interactions to ensure accuracy and SLA compliance. Key Highlights: 1. Working on a global social media team for a multinational technology company 2. Focus on quality and high accuracy in logging and categorization 3. Collaborating with global stakeholders in a bilingual environment Founded in 2004, **OLIVER** is the world’s first and only company specialized in creating, building, and operating custom-built in-house agencies and marketing ecosystems for brands. With over 300 clients across 48 countries, our unique model drives creativity and efficiency, enabling delivery of personalized solutions that deeply resonate with consumers. As part of **The Brandtech Group**, we are at the forefront of leveraging cutting-edge AI technologies to revolutionize how we create and deliver results. Our AI-powered solutions enhance efficiency, stimulate creativity, and empower more informed decision-making—enabling our teams to produce innovative and impactful outcomes. **JOB:** Triage Assistant **LOCATION:** Brazil **WORK MODE:** Remote **ABOUT THE ROLE:** We have an opportunity for you to join a global social media operations team at a multinational technology company. You will work in the Command Center, responsible for triaging, categorizing, and routing comments and messages received across social media platforms. As the model transitions from global triage to regional triage, you will support the Americas operations, ensuring each interaction reaches the correct internal team accurately and within SLAs. **Your Responsibilities:** * Perform detailed triage of interactions (comments, mentions, direct messages), identifying intent and urgency * Route comments and messages to the appropriate teams, following predefined rules and guidelines * Tag, categorize, and log interactions in internal tools and trackers * Support moderation by identifying spam, abusive content, and potential policy violations—escalating as needed * Ensure all requests are completed on time, respecting deadlines and SLAs * Monitor high volumes of messages and flag risks, recurring patterns, and process gaps to senior team members * Contribute to documentation and continuous improvement of triage and routing workflows * Maintain consistency and accuracy in data entered into systems * Collaborate with global stakeholders in an environment where communication is predominantly in English **What You’ll Need to Excel in This Role:** * Fluent/advanced English (written and daily communication with global teams) * Quality focus: high accuracy in logging and categorization, even under fast-paced conditions * Strong discipline to follow structured processes and maintain consistency * Punctuality and strong sense of ownership regarding deadlines and SLAs * Ability to thrive in a fast-paced environment with operational demands and repetitive routines * Calm, professional demeanor when handling potentially sensitive messages (spam/abuse/policy issues) * Experience with Sprinklr or other social media platforms (a plus) * Call center or customer support experience, especially in high-volume settings (desirable) * Interest in automation and process optimization **Benefits:** * Meal Allowance: R$ 46.00 per business day via Flash Card, fully employer-funded; * Health Insurance: SulAmérica plan, fully covered by the employer, allowing inclusion of spouse and children (full cost per dependent); * Dental Insurance: SulAmérica, with three plan options available to employees (with payroll deduction); * Transportation Allowance: 6% of monthly gross salary or equivalent to usage declared by the employee; * Life Insurance fully covered by the employer; * Birthday Day Off: Celebrate and rest on your birthday! * Wellhub: Corporate wellness platform offering access to gyms, studios, online classes, health apps, and personal trainers \#OLATAM \#ReqID16899 Our values shape everything we do: **Ambition** to succeed **Imagination** to push beyond what’s possible **Inspiration** to produce innovative work **Always learning and listening** to understand **Focus on Results** to exceed expectations Being **actively pro-inclusive and anti-racist** in our community, clients, and creations *OLIVER, part of The Brandtech Group, is an equal opportunity employer committed to fostering an inclusive workplace where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All candidates will be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodiversity, disability status, or any other characteristic protected under local law.* *OLIVER has set ambitious environmental goals around sustainability, aiming to reduce greenhouse gas emissions and carbon footprint. Collectively, we work toward our mission by embedding sustainability across all departments and every stage of the project lifecycle.*