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French Bilingual: Content Processing Specialist (Customer Service/Content Moderation)
Contract type
Ongoing
Work mode
Remote · Morocco
Experience
Mid-level · 2+ years
Job description
Remote social media content moderation and customer care role monitoring and responding to client social media properties, handling public comments, DMs and support conversations.
At a glance
- Work mode
- Remote · Morocco
- Languages
- English – fluent, French – near native
What you'll do
- Responding to public comments with strong judgment, context awareness, and the right brand tone
- Managing direct messages (DMs) and private support conversations end-to-end
- Using a CRM to review customer history, track cases, and document outcomes clearly
- Supporting common customer service needs including subscription, billing, refunds, and cancellations
- Handling retention-style conversations (when appropriate)
- Troubleshooting access, download, install, or "it's not working" issues
- Providing basic product guidance and technical triage, escalating when needed
- Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending
- Following established escalation paths for high-risk issues, sensitive topics, and VIP situations
- Contributing to consistent quality across shifts (tone, accuracy, decision-making)
- Monitoring the social media properties of the Company's clients as assigned, including reviewing and processing content and data (moderating, classifying, responding to and engaging with comments, messages and other content)
- Escalating possible social media crises on the clients' social media properties to the Company's designated contact
What we're looking for
- A High School Diploma or equivalent
- 2+ years of experience in social care, community management, CX support, or digital customer service
- Strong verbal communication & writing skills (friendly, clear, and socially native)
- Comfort handling customer issues like billing, subscriptions, access problems, and troubleshooting
- Comfortable working independently and proactively finding answers and resources
- Calm under pressure and confident in high-visibility comment sections
- Organized, accountable, and consistent
- Fluent in English both written and oral
- Near native Fluency in French
- General knowledge and interest in various social media platforms
- A good working home environment with a stable internet connection
- The ability to work an 8-hour shift on a rotating shift schedule
Nice to have
- Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools)
- Experience working within a CRM, or social tools such as Sprout, Sprinklr etc.
- Experience supporting subscription-based or SaaS products
- Experience with moderation and customer engagement in high-volume social environments
Apply
Direct apply at BrickBrands
Opens the job posting at BrickBrands
About BrickBrands
24/7 brand protection, positive brand sentiment and overall increased customer engagement
BrickBrands is in the business of providing 24/7 brand protection, positive brand sentiment and overall increased customer engagement in various languages and cultures. It is a fast-growing company offering opportunities and learning experiences, embracing and promoting diversity and inclusivity.
Mission
Create opportunities for brands and communities to speak
Key facts
- Global team
- 100% remote positions
- Team members from different backgrounds
What they value
- Diversity and inclusivity
- Feedback and suggestions are taken into consideration