Operational Subject Matter Expert

Overview

                                               Operational SME – Hebrew

Location: Dublin, IrelandSalary: €44,341 per annumContract: Full-Time, PermanentHours: 40 hours per weekOperational Hours: Must be able to support a 24/7 operation. Current working rotation is 09:00–18:00.Training: 13 weeks

About the Role

We are looking for an experienced Operational Subject Matter Expert (SME) who is fluent in Hebrew and English to join our Dublin operation.

As an Operational SME, you will be a trusted point of support for both new and tenured team members, providing real-time coaching, guidance and operational expertise.

You will play an important role in connecting Operations, Training and Quality, helping colleagues understand policies, improve performance and confidently handle complex or sensitive cases.

This is an ideal opportunity for someone with strong operational experience who enjoys coaching others, solving problems and making a positive impact on team performance.

Key Responsibilities

As an Operational SME, you will:

• Coach and mentor new-hire Agents throughout the nesting phase on the operational floor.
• Provide real-time support to tenured Agents, resolving queries and delivering coaching with speed, accuracy, empathy and professionalism.
• Deliver side-by-side coaching, team huddles, real-time support and Root Cause Analysis (RCA) coaching.
• Support the implementation and follow-through of corrective and preventative action plans designed to improve performance and accuracy while maintaining operational efficiency.
• Develop and maintain strong knowledge of Client products, policies and community standards.
• Work closely with Training, Quality and Operations to support process and policy changes.
• Provide one-to-one coaching and mentoring to help Agents build their knowledge, confidence and performance.
• Investigate and resolve reported issues, including account-support requests and reports relating to potentially abusive content.
• Apply and enforce the Client's Terms of Use and relevant policies when reviewing reported content.
• Review production work within agreed turnaround times and required quality standards.
• Act as a knowledgeable and approachable point of contact for operational and policy-related questions.
• Demonstrate strong judgement, cultural awareness and empathy when supporting complex or nuanced decisions.

What We're Looking For

To be successful in this role, you will need:

• Fluency in Hebrew and English.
• A minimum C1 level of language proficiency.
• Strong interpersonal, verbal and written communication skills.
• A genuine passion for coaching and providing one-to-one support with accuracy and empathy.
• Sufficient operational experience to confidently coach and mentor both new and tenured colleagues.
• Strong cultural awareness and understanding of the political and social landscape relevant to the market/region being supported.
• The ability to interpret and apply policies consistently while recognising cultural and regional nuances.
• The ability to work effectively in a fast-paced, quality-focused environment.

Previous Trust & Safety experience is highly desirable.

Further education or college-level qualifications would also be advantageous.

Assessment Requirements

Candidates who are successful at the initial application/sifting stage will be required to complete:

• Language assessment – minimum C1 proficiency required
• Korn Ferry reasoning/analytical assessment

Progression will be subject to successfully meeting the required assessment standards.

Working Hours & Training

This is a 40-hour-per-week permanent position supporting an operation that can run 24 hours a day, 7 days a week.

The current working rotation is 09:00–18:00; however, applicants must be able to commit to the wider 24/7 operational opening hours should business requirements or shift patterns change.

Successful candidates will complete approximately 13 weeks of training.

Right to Work in Ireland

This is a full-time, permanent role based in Ireland.

Applicants must hold a valid and sufficiently long permission to work in Ireland that enables them to perform the role on an ongoing basis.

Where an applicant's current work permission is due to expire shortly, the Company may require evidence that a renewal application is in progress before an offer can proceed.

Please note: This position is not eligible for employment permit sponsorship. Applicants must already hold, and continue to maintain, valid permission to work in Ireland for the duration of their employment.

If you're an experienced operational professional who enjoys coaching others, solving complex problems and supporting high-performing teams, we'd love to hear from you.

#LI-CW1