Community Support Specialist

Job Title: Community Support Specialist

Location: Remote- UK

Job Description:

• We are seeking a Community Support Specialist to join Reddit's Community Support Team.
• This role will primarily focus on managing ticketed support requests from our community of users and 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.

Key Responsibilities

• Provide first-line support for non-technical issues raised by Reddit users.
• Handle and resolve ticketed support requests from moderators promptly and effectively.
• Escalate complex issues to appropriate teams and follow up to ensure resolution.
• Collaborate with cross-functional teams to identify and implement improvements in Reddit’s support processes.
• Maintain comprehensive documentation of support interactions and resolutions.
• Stay updated on platform changes and community guidelines to provide accurate and timely 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

• Fluency in English and at least one additional European language is a plus (German, Spanish, French, Italian).