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Community Support Specialist
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Community Support Specialist
Remote — United Kingdom
Contract, 6 months
Working Hours: GMT, with some flexibility. Occasional weekend coverage required.
Overview:
We are seeking a Community Support Specialist to join a leading social platform's Community Support Team. This role focuses on managing ticketed support requests from the platform's community of users and moderators — efficiently resolving issues, escalating complex problems, and collaborating cross-functionally to improve the moderator support experience.
Key Responsibilities:
- Provide first-line support for non-technical issues raised by platform users.
- Handle and resolve ticketed support requests from moderators promptly and effectively.
- Escalate complex issues to appropriate teams and follow up to ensure resolution.
- Collaborate with cross-functional teams to identify and implement improvements in support processes.
- Maintain comprehensive documentation of support interactions and resolutions.
- Stay current on platform changes and community guidelines to provide accurate and timely support.
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Required Qualifications:
- Previous experience as a moderator on Social Media Community Platform (Facebook/Pinterest/Reddit/Discord etc.).
- Familiarity with Zendesk or a comparable ticketing system.
- Proven experience providing first-line support in a customer service environment.
- Excellent verbal and written communication skills.
- Strong analytical and troubleshooting ability.
- Experience working in a team-oriented environment with cross-functional partners.
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Preferred Qualifications:
- Fluency in English plus at least one additional European language (German, Spanish, French, or Italian).
Additional Information:
Fully remote within the United Kingdom. Standard GMT working hours with some flexibility; occasional weekend coverage required.
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