Community Support Specialist

Community Support Specialist

Location: Remote (GMT/European time zones preferred)

We are hiring a Community Support Specialist to join the Community Operations team of a leading global social platform. This is an exciting opportunity to support one of the world's largest online communities by working directly with community leaders, users, and internal teams to deliver an exceptional support experience.

Key Responsibilities

• Provide first-line support for community-related, non-technical inquiries.
• Manage and resolve support tickets submitted by community members and volunteer moderators.
• Investigate issues, identify root causes, and escalate complex cases to specialist teams when required.
• Collaborate with Product, Operations, Trust & Safety, and cross-functional stakeholders to improve support processes and user experience.
• Maintain accurate documentation of cases, resolutions, and internal procedures.
• Stay up to date with platform policies, moderation guidelines, and product changes.

Required Experience

• Previous experience supporting online communities, Trust & Safety, Community Operations, Customer Support, or Customer Experience.
• Experience handling support tickets using Zendesk or a similar ticketing platform.
• Strong written communication and problem-solving skills.
• Experience working with cross-functional teams in a fast-paced environment.
• Ability to manage multiple priorities while maintaining excellent attention to detail.

Preferred

• Experience moderating communities on large online platforms.
• Familiarity with community management, content moderation, or policy enforcement.
• Fluency in English plus an additional European language (Spanish, German, French, or Italian).
• Experience working within internet, social media, or digital platform environments.

Working Hours

• Primarily GMT working hours.
• Occasional weekend coverage may be required.

If you're passionate about online communities, user experience, and creating safe, engaging digital environments, we'd love to hear from you.