Content Operations Analyst

Role Overview

• Help keep Storyteller’s platform, support workflows, and high-volume sports content accurate, reliable, and trusted.
• Sit between content operations, support, product, and client-facing teams.
• Live content checks, issue triage, application support, client/internal updates, evidence gathering, escalation, handovers, and process improvement.
• Run content operations and support workflows during live sports events and other high-volume publishing periods.
• Quality-check visuals, copy, metadata, links, calls to action, timing, categorisation, brand consistency, and basic platform behaviour.
• Triage incoming support and content issues by gathering evidence, identifying causes, and deciding the next action.
• Reproduce and document application or workflow issues clearly, including expected behaviour, actual behaviour, affected clients/products, severity, screenshots, links, and steps to reproduce.
• Distinguish between content issues, configuration issues, user/workflow issues, and likely product bugs.
• Spot, describe, and escalate issues clearly before they become client or user problems.
• Maintain clear handovers, incident notes, support updates, QA records, and follow-up actions across time zones.
• Work with content, operations, product, engineering, and client-facing teammates to fix issues quickly and prevent repeats.
• Use AI and internal tools to speed up checks, compare information, draft notes, inspect data, and improve repeatability.
• Improve checklists, playbooks, templates, support workflows, and lightweight automations as you learn what breaks in practice.

Requirements

• Strong application support, product support, content operations, QA, live operations, or support operations instincts.
• Exceptional attention to detail, especially when checking text, visuals, links, timing, structured information, and issue evidence.
• High agency: when something looks wrong, unclear, or fragile, you do not ignore it just because it was not assigned to you.
• First-principles troubleshooting: you want to understand what is actually happening, not just route a ticket or repeat a known answer.
• Clear written English and the ability to explain an issue calmly, precisely, and without drama.
• Strong judgment under pressure. You can decide what needs immediate action, what needs escalation, and what can wait.
• Outcome ownership: you care whether the content, fix, support update, or escalation actually landed correctly.
• Curiosity about systems. You want to understand why an issue happened and how to prevent similar issues next time.
• Comfort using AI and tools to improve your own work while still checking important details yourself.
• Reliability and follow-through when live coverage, client support, or content accuracy matters.
• Standards: you are not comfortable letting weak or inaccurate work pass just because nobody else has noticed it yet.
• Interest in sport, media, digital content, SaaS, live operations, or customer-facing product support.
• Experience in application support, product support, technical support, customer support operations, content QA, live operations, editorial, proofreading, moderation, or digital publishing.
• Exposure to SaaS, sports, media production, CMS tools, publishing workflows, mobile/web apps, or client-facing support.
• Experience using tools such as Jira, Zendesk, Intercom, Linear, CMS platforms, spreadsheets, dashboards, browser dev tools, SQL, APIs, or log/search tools.
• Examples of improving a checklist, workflow, support process, QA process, runbook, template, or lightweight automation.
• Experience working in a fast-paced operating environment where accuracy, timing, and communication matter.

Tech Stack

• SQL

Benefits

• 33 Days Paid Leave