[Hiring] Community Support Specialist @Reddit

Role Description

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 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 support experience of Redditors. Your work will focus on delivering exceptional community support, driving innovation of our processes, and continuously improving products/services within our communities.

• 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.
• Suggest initiatives to improve the scalability, efficiency, and impact of community support operations and initiatives, leveraging technology and automation where appropriate.

Qualifications

• Previous experience as a moderator on Reddit.
• Knowledge of Reddit's platform and community dynamics.
• Experience working with customer support, success, and analytics software platforms (Zendesk and Salesforce are a plus).
• Passion for understanding customer needs and delivering exceptional customer support and experiences.
• 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.
• Nice to have: Fluency in English and at least one additional European language is a plus (German, Spanish, French, Italian).

Benefits

• Global Benefit programs that fit your lifestyle, from workspace to professional development to caregiving support.
• Family Planning Support.
• Gender-Affirming Care.
• Mental Health & Coaching Benefits.
• Private Pension plan with Employer-matching.
• 100% employer-sponsored group medical plan.
• Income Replacement Programs.
• Flexible Vacation & Paid Volunteer Time Off.
• Generous Paid Parental Leave.