Community Operations
Location: Remote
We're partnering with a globally recognised online community platform to hire a Community Support Specialist who will play a key role in supporting millions of users and volunteer community moderators.
This position sits within the Community Operations team and focuses on delivering high-quality support, resolving moderator requests, and improving the overall community experience.
What You'll Be Doing
- Act as the first point of contact for community support requests.
- Resolve tickets submitted by users and volunteer moderators through a ticketing platform.
- Investigate issues, provide timely resolutions, and escalate complex cases when appropriate.
- Partner with Product, Trust & Safety, Engineering, and Operations teams to improve support workflows.
- Maintain accurate case documentation and contribute to process improvements.
- Keep up to date with platform features, community policies, and moderation guidelines.
We're Looking For
- Experience in Community Operations, Trust & Safety, Customer Support, Customer Experience, or similar operational roles.
- Previous experience using Zendesk or comparable ticket management systems.
- Excellent written communication and stakeholder management skills.
- Strong analytical thinking and problem-solving abilities.
- Experience working within cross-functional, global teams.
- Ability to prioritise multiple cases in a fast-paced environment.
Highly Desirable
- Previous experience as a moderator on a large online community platform.
- Experience supporting moderators, creators, or online communities.
- Background in social media, internet platforms, marketplace operations, or Trust & Safety.
- Fluency in English and an additional European language such as Spanish, German, French, or Italian.
Working Pattern
- Fully remote.
- Preference for GMT working hours.
- Flexibility to support occasional weekend coverage.
This is an excellent opportunity to join a globally recognised consumer technology platform where you'll directly contribute to improving the experience of one of the internet's largest communities.
