Minimum Qualifications:
- Proven experience in community management, operations, or a related role.
- Strong verbal and written communication, including active listening, conflict resolution, and customer empathy.
- Excellent problem-solving and conflict resolution skills.
- Highly organized and detail oriented.
- Experience with social media engagement, management, and platforms such as Discord.
- Ability to work effectively under pressure.
- Flexibility with working shifts including weekends and public holidays.
Preferred Qualifications:
- Experience in supporting and troubleshooting web and mobile applications.
- A customer-centric mindset and a passion for providing exceptional support.
- Competence with CRM applications like Freshdesk/Zendesk.
Job Description:
As a Community Specialist you’ll be leading the orchestration and refinement of our support strategies across digital platforms, ensuring community members are met with exceptional, timely support for our product, Kickoff by Zuju.
Your role involves proactive community engagement, addressing diverse customer queries, and steering an inclusive, positive online environment. You'll also act as a liaison between the community and internal teams, turning feedback into actionable insights to enhance customer experience.
Responsibilities:
- Championing engagement, addressing community members/users’ questions, concerns, and feedback, and using this information to improve the product and customer care.
- Collaborate with our product and marketing teams ensuring community feedback is considered in decision-making processes and that support services align with the organization's overall goals.
- Create and maintain support resources — think FAQs and step-by-step tutorials — empowering our users to find solutions at their fingertips.
- Monitoring community interactions, ensuring a respectful and compliant environment, taking appropriate action when necessary.
- Serving as the community's champion internally, you'll elevate any issues, observations, opportunities, and insights to our team.
- Handle ad hoc responsibilities as required, demonstrating flexibility and a readiness to address diverse operational needs.
