Mercier Consultancy MD

Customer Support

• Provide technical and lifestyle support to French-speaking Fitbit users
• Assist customers with device synchronization, firmware updates, and account troubleshooting
• Advise users on fitness and wellness journeys using Fitbit data analytics and health metrics
• Deliver personalized, empathetic, and efficient customer communication
• Collaborate with an international team to enhance service quality
• Document and report user feedback to improve the Fitbit user experience globally
• Stay updated on industry trends in Fitness & Wellness technology

French Speaking Customer Support Specialist

Analyst

• Monitor and moderate user-generated content on social media platforms to ensure compliance with community standards.
• Analyze complex digital safety issues and mitigate potential risks to protect the social media user experience.
• Review reports of policy violations, including sensitive content, with high accuracy and attention to detail.
• Collaborate with cross-functional teams to refine safety policies and reporting workflows in a fast-paced environment.
• Maintain high quality standards while meeting daily operational targets within the trust and safety department.
• Stay updated on trending social media topics and evolving digital safety risks to provide proactive protection.
• Provide detailed documentation of moderation activities to support data-driven decision-making.

French Speaking Digital Trust and Safety Analyst

• Provide high-quality technical and functional support to Danish-speaking clients via phone, email, and chat
• Ensure customer interactions adhere to high-quality standards
• Analyze and troubleshoot user inquiries and provide accurate solutions
• Maintain detailed customer interaction records in the company CRM system
• Collaborate with international team members to improve service workflows
• Stay updated on product developments to provide precise client information
• Represent the company professionally as a brand ambassador for the international client base

Danish Speaking Support Specialist

Solutions Engineer

• Act as a primary point of contact for Danish-speaking clients, providing expert solutions in a customer support services environment
• Resolve complex inquiries through telephone, email, and chat
• Maintain detailed records of customer interactions to improve service protocols
• Collaborate with cross-functional teams to identify and escalate technical issues or product feedback
• Achieve individual and team performance targets
• Stay updated on product knowledge and policy changes
• Build and maintain professional relationships with users in the Danish market to drive loyalty and retention

Danish Speaking Solutions Consultant

• Deliver high-quality assistance to Danish-speaking customers via phone, email, and live chat.
• Resolve complex inquiries while ensuring premium service standards.
• Maintain accurate records of customer interactions in the internal CRM system.
• Collaborate with cross-functional teams to escalate and resolve technical or billing issues.
• Stay updated on product knowledge to provide accurate and relevant information.
• Contribute to continuous improvement of customer experience processes and performance metrics.
• Foster brand loyalty through a professional, empathetic, and solutions-oriented tone.

Danish Speaking Customer Support Specialist

• Evaluate and moderate user-generated content to ensure compliance with social media safety guidelines
• Investigate reports of prohibited content, including harassment, hate speech, and misinformation
• Maintain a high standard of quality and accuracy while meeting daily performance metrics
• Collaborate with international teams to refine safety policies and reporting protocols within the social media industry
• Provide feedback on trends to improve the user experience and platform security
• Stay updated on local and international social media safety trends to effectively manage platform risks
• Execute complex content reviews with a high level of cultural and linguistic awareness in Danish

Danish Speaking Digital Trust and Safety Analyst

Support Engineer

• Provide world-class support for Danish-speaking clients navigating complex FinTech platforms and digital banking solutions.
• Assist customers with account-related inquiries, transaction verification, and secure authentication processes.
• Analyze financial discrepancies and collaborate with internal FinTech teams to ensure seamless resolution.
• Maintain a deep understanding of evolving financial regulations and payment security protocols.
• Educate users on platform functionality, mobile wallet features, and advanced financial tools.
• Maintain high quality scores by providing accurate, timely, and empathetic resolutions to all support queries.
• Collaborate with global teams to enhance customer experience within the digital finance ecosystem.

Danish Speaking Customer Support Analyst

• Act as the primary point of contact for Czech-speaking customers, providing expert solutions within the Customer Support Services sector.
• Manage high-volume inquiries via phone, email, and live chat with a focus on delivering premium service quality.
• Analyze complex customer issues and provide precise, effective resolutions in accordance with company service standards.
• Maintain detailed case documentation in the CRM system to ensure seamless communication and service continuity.
• Collaborate with cross-functional teams to escalate and resolve technical or process-related obstacles.
• Contribute to the continuous improvement of support protocols, ensuring an industry-leading customer experience.
• Participate in ongoing training sessions to remain current with industry best practices and product updates.

Czech Speaking Solutions Consultant

Safety Specialist

• Monitor and moderate social media content to ensure compliance with community guidelines and safety policies.
• Analyze reported user content to identify potential risks, including hate speech, harassment, or policy violations.
• Maintain a high standard of quality in the evaluation of digital content to protect the platform's user base.
• Stay updated on the latest social media trends and policy shifts to maintain the integrity of the digital environment.
• Collaborate with international teams to refine internal safety procedures and best practices.
• Handle sensitive data with discretion, ensuring user privacy and platform security are always prioritized.
• Support the broader effort of making social media platforms safer through rigorous, daily content evaluation.

Digital Trust and Safety Specialist, Czech Speaking

• Deliver customer support to Croatian-speaking clients via telephone, email, and live chat
• Identify, diagnose, and resolve customer enquiries, complaints, and technical issues
• Maintain customer interaction, case, and resolution records in the CRM system
• Collaborate with internal teams and escalate complex issues
• Follow up with customers to confirm resolution and satisfaction
• Keep current with product knowledge, service updates, and internal processes
• Contribute to a positive, professional, high-performance team culture
• Meet and exceed response-time, customer-satisfaction, and quality targets

Support Specialist, Croatian Speaking

• Monitor and evaluate social media content for compliance with community guidelines and safety policies
• Analyze user-generated content trends to identify and mitigate platform risks
• Apply Arabic linguistic expertise to moderate complex cultural nuances and safety concerns
• Collaborate with international teams to refine internal safety protocols
• Maintain quality of service while meeting productivity targets in the Trust and Safety department
• Handle sensitive information confidentially and according to professional ethics
• Support integration of new safety features by providing feedback from daily operations

Arabic Speaking Digital Trust and Safety Specialist

• Deliver technical and functional assistance to customers via phone, email, and chat
• Serve as the primary point of contact for Polish-speaking clients
• Resolve customer inquiries accurately and empathetically
• Identify recurring customer issues and contribute to process improvements
• Maintain high customer satisfaction through accurate, timely, and professional solutions
• Collaborate with international teams to meet and exceed KPIs
• Handle sensitive information confidentially and professionally
• Participate in ongoing training on service technologies and internal protocols

Polish Speaking Solutions Consultant

• Act as the primary point of contact for Polish-speaking players, resolving technical and account-related inquiries.
• Maintain deep knowledge of Riot Games titles to provide expert, community-focused support.
• Deliver empathetic and efficient solutions to ensure high satisfaction levels.
• Monitor community platforms and report emerging trends or technical issues to the internal management team.
• Participate in team-building activities within the office.
• Improve support documentation and internal knowledge bases for the Polish market.
• Adhere to data privacy and security protocols when handling sensitive player information.

Polish Speaking Player Support Specialist

• Monitor and moderate social media content to ensure compliance with global community standards and safety policies
• Analyze reported content for potential policy violations, including hate speech, misinformation, and graphic imagery
• Interpret context and cultural subtleties within Polish user-generated content
• Collaborate with cross-functional teams to identify and mitigate emerging digital safety risks
• Maintain accuracy and productivity in a high-volume social media moderation environment
• Stay updated on evolving trends and policy updates in the social media landscape
• Draft detailed reports regarding content trends to help improve the platform’s safety architecture

Digital Trust and Safety Specialist, Polish Speaking

• Manage complex back-office inquiries related to player accounts, gaming transactions, and platform integrity
• Ensure industry-standard compliance and security protocols across Gaming & Esports interactions
• Coordinate with internal teams to resolve escalated issues for high-value players in the Polish market
• Maintain knowledge of gaming trends and esports mechanics to provide accurate support
• Monitor and analyze player data to identify potential risks or fraudulent activity
• Provide feedback to the development team to improve the user experience for Polish players
• Draft and maintain documentation in Polish to streamline internal support processes and workflows