Job Details

Job Role: Community Support Specialist
Location: Remote
Duration: 12+ months
Role Location: Any US location is fine as long as 4 hours overlap with GMT

Job description:

Clienr is seeking a Community Support Specialist to join our Community Support Team. This role will primarily focus on managing ticketed support requests from our community of users and moderators. You will be responsible for efficiently resolving a variety of issues, escalating complex problems when necessary, and working collaboratively with cross-functional teams to enhance the moderator support experience.

Key Responsibilities:

• Provide first-line support for non-technical issues raised.
• 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 updated on platform changes and community guidelines to provide accurate and timely support.

• Familiarity with Zendesk or similar ticketing systems.
• Proven experience in providing first-line support in a customer service environment.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to troubleshoot issues effectively.
• Experience working in a team-oriented environment and collaborating with cross-functional teams.

• Fluency in English and at least one additional European language is a plus (German, Spanish, French, Italian).
• Previous experience in customer support or community management roles.