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.
In select roles and locations, the interviews will be recorded, and transcribed and summarized by artificial intelligence (AI). You will have the opportunity to opt out recording, transcription and summarization prior to any scheduled interviews.
During the interview, we will collect the following categories of personal information: Identifiers, Professional and Employment-Related Information, Sensory Information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment or an independent contractor role, as applicable. We will not sell your personal information or disclose it to any third party for their marketing purposes. We will delete any recording of your interview promptly after making a hiring decision. For more information about how we will handle your personal information, including our retention of it, please refer to our Candidate Privacy Policy for Potential Employees and Contractors.
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.
