Winona
Community Support Specialist
Job Summary
This role involves managing and fostering an online community by providing prompt and professional customer support, participating in discussions, moderating content, and organizing community activities. The ideal candidate has strong customer service experience, excellent communication skills, and proficiency with community management and data tracking tools. They should be proactive, organized, and passionate about building inclusive online spaces. The position offers flexible hours, benefits like unlimited PTO, and a fun, collaborative work environment.
Required Skills
Benefits
Job Description
About Winona:
Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.
About the role:
Winona is looking for a dedicated, customer-focused, and highly organized Community Support Specialist to play a key role in managing and growing our online community. This role is essential for fostering a positive and engaging environment, ensuring prompt and professional customer service, and maintaining strong community relationships. The ideal candidate is highly organized, proactive, and an excellent communicator, with a strong background in customer service and community management.
Seniority Level: Junior-Mid level
Responsibilities:
Customer Service & Community Management:
Proactively respond to inquiries and engage with community members directly within the social media app and group, providing timely and helpful support.
Actively participate in community discussions, fostering a welcoming and inclusive environment by addressing questions and building relationships.
Maintain a positive and supportive atmosphere, consistently embodying strong customer service principles in all interactions.
Organize and facilitate community events and activities to encourage interaction and connection.
Keep a pulse on the community's sentiment and identify areas for improvement in member experience.
Moderation & Group Management:
Approve or decline posts and comments within the social media app and group, ensuring all content aligns with community guidelines and promotes a positive space.
Oversee all community interactions within the social media app and group, ensuring strict compliance with community guidelines.
Address any inappropriate behavior or conflicts in a calm, professional, and empathetic manner.
Identify potential issues and proactively implement solutions to maintain harmony.
Community Growth & Ambassador Tracking:
Contribute to strategies for increasing community engagement and attracting new members to our specific group.
Track ambassador engagement and growth, supporting their contributions to the community.
Identify opportunities to highlight community successes and member contributions.
Maintain a consistent and positive brand voice within the community, aligning with our customer service standards.
Data & Reporting:
Monitor and analyze engagement trends to optimize community participation.
Utilize Excel, Google Sheets, and Airtable proficiently to analyze data and identify trends and opportunities for improving community engagement and customer satisfaction.
Requirements:
Strong customer service experience with a proven ability to handle inquiries and maintain a positive user experience.
Exceptional written and verbal communication skills.
Proficiency in Excel, Google Sheets, and AirTable for data tracking and reporting.
Familiarity with community management tools (Experience withCircle.so is a plus).
Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.
A passion for building and nurturing online communities and providing exceptional support to members.
Availability to work weekends as part of regular scheduling.
A personal computer with stable internet connection.
Nice-to-have: Experience or familiarity with influencer marketing strategies.
What’s in it for you?
As a full-time member of our team, you’ll enjoy:
Flexible hours, work wherever you choose
Unlimited PTO
Paid non-working holidays per country of residence
Pro-rated 13th-month bonus in select regions
Referral bonuses
Financial support for online courses
Fun and casual work environment
Employee engagement activities and virtual gatherings
We are a diverse, global team! 🌍
Equal Employment Opportunity
Winona provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Winona takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors.
Winona
Winona delivers science-backed menopause treatments and hormone replacement therapy, prescribed by doctors and sent to your door.
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.