Community Support Specialist

About This RoleAI processing…

Key Responsibilities

• 1
  Provide first-line support for non-technical issues raised by Reddit users.
• 2
  Handle and resolve ticketed support requests from moderators promptly and effectively.
• 3
  Escalate complex issues to appropriate teams and follow up to ensure resolution.
• 4
  Collaborate with cross-functional teams to identify and implement improvements in Reddit’s support processes.
• 5
  Maintain comprehensive documentation of support interactions and resolutions.
• 6
  Stay updated on platform changes and community guidelines to provide accurate and timely support.
• 7
  Suggest initiatives to improve the scalability, efficiency, and impact of community support operations and initiatives, leveraging technology and automation where appropriate.

Requirements

• Previous experience as a moderator on Reddit.
• Knowledge of Reddit's platform and community dynamics.
• Experience working with customer support, success, and analytics software platforms (Zendesk and Salesforce are a plus).
• Passion for understanding customer needs and delivering exceptional customer support and experiences.
• 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.
• Nice to have: Fluency in English and at least one additional European language is a plus (German, Spanish, French, Italian)

Perks & Benefits