Job Description

Established in 2004, OLIVER is the world’s first and only specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40+ countries and counting. Our unique model drives creativity and efficiency, allowing us to deliver tailored solutions that resonate deeply with audiences.

As a part of The Brandtech Group, we're at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision-making, empowering our teams to produce innovative and impactful results.

As a Triage Assistant, your main focus will be operational accuracy, speed, and consistency. Rather than community engagement, your role centers on monitoring high volumes of incoming social media interactions and routing them correctly based on established guidelines.

You will play a key role in helping structure and improve processes, supporting efforts to automate workflows and scale operations efficiently This position requires strong discipline, punctuality, and a high level of accountability when it comes to deadlines and SLAs.

WHAT YOU’LL DO

• Perform detailed triage of social media interactions, identifying intent, urgency, and correct routing paths

• Route comments and messages to the appropriate internal teams based on predefined rules

• Accurately tag, categorize, and log interactions using internal tools and trackers

• Support moderation by identifying spam, abusive content, or policy violations and escalating when needed

• Ensure all tasks are completed on time, strictly respecting deadlines and response SLAs

• Monitor incoming comments, mentions, and direct messages across social media platforms

• Flag potential risks, recurring issues, or process gaps to senior team members

• Contribute to the creation, documentation, and continuous improvement of triage and routing processes

• Support data accuracy and consistency across systems through structured data entry

• Collaborate with global teams to ensure alignment on workflows, priorities, and standards

WHAT YOU BRING

• Up to 2–3 years of experience in social media, digital operations, customer support, call center, or similar roles

• Recently graduated or early-career professional in Communication, Marketing, Social Media, Journalism, or related fields

• Advanced English proficiency (written and spoken) — mandatory for daily collaboration with global teams

• Strong attention to detail and ability to work with high volumes of information

• Highly punctual and deadline-oriented, with a strong sense of ownership and accountability

• Comfortable following structured processes while also helping improve and optimize them

• Calm, professional approach when handling large volumes of requests

• Ability to stay organized and focused in a fast-paced, operational environment

GOOD TO HAVE

• Experience using Sprinklr or other social media management platforms

• Previous data entry experience or work involving structured data handling

• Background in call center or customer support operations, especially in high-volume environments

• Interest or experience in process optimization and automation

QUALIFICATIONS

We are looking for a recent graduate or early‑career professional with strong analytical skills. Relevant experience may come from professional roles, internships, freelancing, academic projects, or other hands-on social media work.

Our values shape everything we do:

Be Ambitious to succeed 

Be Imaginative to push the boundaries of what’s possible 

Be Inspirational to do groundbreaking work 

Be always learning and listening to understand 

Be Results-focused to exceed expectations 

Be actively pro-inclusive and anti-racist across our community, clients and creations 

OLIVER,a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws. 

 OLIVER has set ambitious environmental goals around sustainability, with science-based emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle.