Community Support Specialist

Community Support Specialist

Remote — United Kingdom

Contract, 6 months

Working Hours: GMT, with some flexibility. Occasional weekend coverage required.

Overview:

We are seeking a Community Support Specialist to join a leading social platform's Community Support Team. This role focuses on managing ticketed support requests from the platform's community of users and moderators — efficiently resolving issues, escalating complex problems, and collaborating cross-functionally to improve the moderator support experience.

Key Responsibilities:

Provide first-line support for non-technical issues raised by platform 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 support processes.

Maintain comprehensive documentation of support interactions and resolutions.

Stay current on platform changes and community guidelines to provide accurate and timely support.

Required Qualifications:

Previous experience as a moderator on Social Media Community Platform (Facebook/Pinterest?reddit/Discord etc.).

Familiarity with Zendesk or a comparable ticketing system.

Proven experience providing first-line support in a customer service environment.

Excellent verbal and written communication skills.

Strong analytical and troubleshooting ability.

Experience working in a team-oriented environment with cross-functional partners.

Preferred Qualifications:

Fluency in English plus at least one additional European language (German, Spanish, French, or Italian).

Additional Information:

Fully remote within the United Kingdom. Standard GMT working hours with some flexibility; occasional weekend coverage required.