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- Salary
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- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- Work from home
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Job description
About the Role
We are collaborating with a renowned global online community platform to recruit a Community Support Specialist. This role focuses on supporting millions of users and volunteer moderators by ensuring high-quality assistance and enhancing overall community engagement. The position is part of the Community Operations team, playing a vital role in resolving moderator inquiries and contributing to a safer and more engaging platform experience.
Key Responsibilities
- Serve as the primary contact for community support inquiries.
- Handle and resolve support tickets submitted by users and volunteer moderators through a ticketing system.
- Analyze and troubleshoot issues, delivering timely solutions and escalating when necessary.
- Collaborate with teams across Product, Trust & Safety, Engineering, and Operations to optimize support processes.
- Document case details meticulously and suggest improvements to workflows.
- Stay informed about platform updates, community standards, and moderation policies.
Who We Seek
- Previous experience in Community Operations, Trust & Safety, Customer Support, or related operational roles.
- Familiarity with Zendesk or other ticket management platforms.
- Strong written communication skills and the ability to manage multiple stakeholders.
- Analytical mindset paired with problem-solving skills.
- Comfortable working within diverse, cross-functional, international teams.
- Capability to manage multiple cases efficiently in a fast-paced setting.
Preferred Qualifications
- Experience as a moderator on a major online community platform.
- Background in supporting moderators, creators, or online community members.
- Work experience related to social media, internet platforms, marketplace operations, or Trust & Safety roles.
- Proficiency in English and at least one additional European language such as Spanish, German, French, or Italian.
Working Conditions
- This role is fully remote.
- Preference for working during GMT business hours.
- Willingness to provide occasional support during weekends.
Additional Information
This is a tremendous opportunity to join a globally respected consumer technology platform. As a Community Support Specialist, you will help improve the experiences of one of the internet's largest communities by supporting users and volunteer moderators effectively.