Content Services Support Associate I

**This is a remote position for candidates located in Portugal only**

The Content Services Support Associate I will play a key role in our production organization by acting as the primary point of contact between Customer Care and Production teams to ensure the effective investigation and resolution of client claims and requests.

This role is responsible for analyzing claims & requests (internal and external), coordinating cross-functional teams, identifying root causes, and driving timely resolutions while ensuring compliance with production standards and customer expectations.  

The position contributes to continuous process improvement, operational excellence, and customer satisfaction through effective communication and collaboration. 

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Ensure claims are reviewed, processed, and resolved in accordance with Production guidelines and Syndigo quality standards 
• Act as a liaison between Production and Costumer care to resolve clients' requests
• Identify gaps and suggest solutions by using Production Tools or collaborating with other departments and production teams when needed
• Drive operational improvements by identifying recurring claim trends, proposing process enhancements, and supporting initiatives that improve customer satisfaction and production efficiency
• Collaborate in processes and documentation revision when needed
• Contribute to team goal-setting and future strategic vision
• Support the implementation of new processes, systems, and operational changes while helping ensure smooth adoption across teams
• Other duties as assigned 

WE SHOULD TALK IF THIS SOUNDS LIKE YOU 

• 2+ years of professional claims, ticketing, case management, customer support, content operations, or related experience
• Fluency in English, with strong written and verbal communication skills, and the ability to adapt messaging for different audiences
• A curious and investigative mindset with the ability to identify root causes and propose effective solutions
• Ability to work autonomously, be proactive, evaluate situations, and make informed decisions
• Familiarity with data analysis tools, reporting platforms, AI-assisted tools, Excel, SharePoint, and other Microsoft 365 applications
• Familiarity with the Atlassian Suite and Jira; experience with ticketing systems is a plus
• Ability to balance competing priorities, manage multiple workstreams simultaneously, and maintain a high level of accuracy and attention to detail
• Strong technical problem-solving skills and technology knowledge
• Ability to collaborate with internal and external stakeholders to monitor project progress, troubleshoot issues, and provide regular status updates
• Demonstrated ability to work accurately in a fast-paced environment, manage multiple responsibilities, maintain attention to detail, and adapt quickly to changing