Community Operations - Customer support role

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.