Community Support Specialist

1 Month ago • All levels

Job Summary

Job Description

The Community Support Specialist will manage ticketed support requests from the moderator community, resolve various issues efficiently, and collaborate with teams to improve the moderator support experience. They will also provide ticketed support to Reddit users and moderators. Responsibilities include handling support requests, providing first-line support, escalating complex issues, collaborating with teams to improve support processes, and maintaining comprehensive documentation. The role requires previous experience as a moderator on Reddit. The candidate will have to handle support requests promptly, provide first-line support, escalate complex issues, and collaborate with teams for resolution and will be responsible for the documentation of support interactions.

Must have:

Handle and resolve ticketed support requests.
Provide first-line support for non-technical issues.
Escalate complex issues to appropriate teams.
Previous experience as a moderator on Reddit.
Familiarity with Zendesk or similar ticketing systems.
Proven experience in first-line support.
Excellent verbal and written communication skills.
Strong analytical and troubleshooting skills.
Experience working in a team environment.

Good to have:

Knowledge of Reddit's platform.
Fluency in English and one other European language.
Experience in customer support or community management.

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

cross-functional

communication

game-texts

quality-control

Job Details

Reddit is a community of communities. It’s built on shared interests, passion, and trust and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 101M+ daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit redditinc.com.

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.

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.