Community Support Specialist

About the Role

We are seeking a Community Support Specialist to become a vital member of the Community Operations team at a leading global social platform. This fully remote position is tailored for professionals eager to support one of the largest online communities in the world by engaging directly with community leaders, users, and internal stakeholders to deliver outstanding support services.

Key Responsibilities

• Offer frontline assistance for community-related queries that are non-technical in nature.
• Effectively handle and resolve support tickets submitted by community members and volunteer moderators.
• Conduct thorough investigations to identify the root causes of issues and escalate more complex problems to specialized teams as necessary.
• Work collaboratively with Product, Operations, Trust & Safety, and other cross-functional groups to enhance support systems and optimize user experiences.
• Keep detailed records of cases, resolutions, and procedural documentation up to date.
• Remain informed about platform policies, moderation rules, and product updates.

Required Experience and Skills

• Proven background in supporting online communities, Trust & Safety initiatives, Community Operations, Customer Support, or related Customer Experience roles.
• Familiarity with ticketing tools such as Zendesk or equivalent platforms for managing support requests.
• Excellent written communication capabilities combined with strong analytical and problem-solving skills.
• Experience collaborating within fast-paced, cross-functional teams.
• Ability to prioritize several tasks simultaneously while maintaining high attention to detail.

Preferred Qualifications

• Hands-on moderation experience in sizable online communities.
• Knowledge of community management, content moderation practices, or policy enforcement standards.
• Fluency in English plus one additional European language like Spanish, German, French, or Italian.
• Background working within internet, social media, or digital platform sectors.

Working Hours

• The role primarily operates during GMT business hours.
• Occasional shifts covering weekends may be required.

Additional Information

If you are enthusiastic about fostering vibrant online communities and committed to cultivating safe, engaging digital spaces, we welcome your application.