French Bilingual: Content Processing Specialist - Customer Service/Content Moderation
Full-TimePosted on 10/21/2026
No salary listed
Mid
Agadir, Morocco
Remote100% remote position.
Customer Experience & SupportCustomer Support
About the job
Requirements
A high school diploma or equivalent is required.
At least 2 years of experience in social care, community management, customer experience support, or digital customer service is required.
Strong verbal communication and writing skills are required.
Comfort handling customer issues involving billing, subscriptions, access problems, and troubleshooting is required.
Ability to work independently and proactively find answers and resources is required.
Ability to remain calm under pressure and handle high-visibility comment sections is required.
Fluency in written and spoken English is required.
Near-native fluency in French is required.
General knowledge and interest in social media platforms is required.
A suitable home working environment with a stable internet connection is required.
Ability to work an 8-hour shift on a rotating schedule is required.
Responsibilities
Monitor clients' social media properties and review and process content and data, including moderating, classifying, responding to, and engaging with comments, messages, and other content according to client guidelines, using the company's application and designated tools.
Escalate potential social media crises to the company's designated contact.
Respond to public comments using sound judgment, context awareness, and the appropriate brand tone.
Manage direct messages and private support conversations from start to resolution.
Use a customer relationship management system to review customer history, track cases, and document outcomes.
Support account and login issues; subscriptions, billing, refunds, and cancellations; retention conversations when appropriate; and access, download, installation, and troubleshooting needs.
Provide basic product guidance and technical triage, escalating when needed.
Use AI-assisted drafting tools to prepare responses, verifying each message for accuracy, empathy, and safety before sending.
Follow established escalation paths for high-risk issues, sensitive topics, and VIP situations.
Contribute to consistent quality across shifts in tone, accuracy, and decision-making.
Desired Qualifications
Familiarity with creative or technical digital products, including design, photo and video editing, productivity tools, or generative AI tools.
Experience working with a customer relationship management system or social tools such as Sprout or Sprinklr.
Experience supporting subscription-based or software-as-a-service products.
Experience with moderation and customer engagement in high-volume social environments.
Job Description
Summary of the Role
Monitoring the social media properties of the Company's clients as assigned by the Company, which includes reviewing and processing the content and data on those properties (including moderating, classifying, responding to and engaging with comments, messages and other content) in accordance with the Company's guidelines for the assigned properties, through the application developed by the Company and any other tools designated by the Company, and escalating (i.e. informing) the Company's designated contact of possible social media crises on the clients' social media properties.
Your responsibilities include:
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:
Account and login support
Subscription, billing, refunds, and cancellations
Retention-style conversations (when appropriate)
Access, download, install, or “it’s not working” troubleshooting
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)
Qualifications
Here’s What You Will Need:
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
Additional Information
The Perks BrickBrands Offers:
100% Remote position
Continuous learning experience
Offers competitive compensation based on location market rates
A great opportunity to work with some of the world’s coolest and most innovative brands
A welcoming environment where even your feedback and suggestions are all being taken into consideration
Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds
Are you naturally socially-native, and interested working with social media, while working remotely from home with a global team? Send your CV in ENGLISH.