Community Operations - Customer support role
Job Summary
The role involves managing ticketed support requests from Reddit moderators and users, providing first-line assistance for non-technical issues, and escalating complex problems when necessary. Candidates should have prior experience as a Reddit moderator or in customer support, with strong communication and troubleshooting skills. Collaboration with cross-functional teams and maintaining detailed documentation are key responsibilities. Knowledge of Reddit's platform and multiple languages is preferred.
Required Skills
Benefits
Job Description
We are 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 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. Additionally, you will provide ticketed support to Reddit users and moderators.
Key Responsibilities
- Handle and resolve ticketed support requests from moderators promptly and effectively.
- Provide first-line support for non-technical issues raised by Reddit users.
- Escalate complex issues to appropriate teams and follow up to ensure resolution.
- Collaborate with cross-functional teams to identify and implement improvements in moderator support processes.
- Maintain comprehensive documentation of support interactions and resolutions.
- Stay updated on platform changes and community guidelines to provide accurate support.
Qualifications
- Previous experience as a moderator on Reddit is required.
- 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.
Preferred Qualifications
- Knowledge of Reddit's platform and community dynamics.
- Fluency in English and at least one additional European language (French, Italian, Spanish, or German).
- Previous experience in customer support or community management roles.
Reddit is proud to be an equal opportunity employer, and is committed to building a workforce representative of the diverse communities we serve. Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If, due to a disability, you need an accommodation during the interview process, please let your recruiter know.
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A social media platform where users create and participate in communities (subreddits) to discuss a wide range of topics, share content, and connect.
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