Community Support Specialist

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

Required 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
• Group Personal Pension Scheme with Employer match
• Private Medical and Dental Scheme
• Income Replacement Programs
• Bike to Work scheme
• Flexible Vacation & Paid V