Community Support Specialist

READ THROUGH THE POST CAREFULLY --> Submit your application through the form linked at the end of this post. Applications sent through other channels will not be reviewed.

Remote, Philippines. 11:00am to 8:30pm US Eastern. 1,200 to 1,500 USD per month.

ABOUT THE JOB
We are an online education company. Members pay for a course and for our team to help them finish it. You are one of three people they talk to when they need help. You work in our community platform, our support ticket system and our email inbox.

WHAT YOU DO

• Answer member questions in the community, by email and in the ticket system within two hours.
• Communicate with the developer team about customer problems. Write the ticket so a developer can act on it without asking questions. Chase it until it is done. You tell the member it is fixed.
• Communicate with the customer support and onboarding teams about customer problems. Hand over the members who need a phone call, a billing change or a refund decision, and follow up so nothing gets dropped between teams.
• Keep a list of every open request and work it down to zero. A request stays on your list until the member confirms it is sorted.
• Calm down members who are threatening to cancel or asking for a refund. Hear them out and bring in a manager while there is still a chance to fix it.
• Write and post community announcements. Product changes, delays and new resources.
• Welcome every new member and reply to their introduction post. Show them where to start so their first week is not silent.
• Moderate the community. Remove spam, keep discussions on topic, step in when members argue.
• Write an end of shift report. How many messages came in, how many you closed, what is still open, and what you need from another team.

WHAT WE ARE LOOKING FOR

• Excellent written English. You will be writing to American customers all day. They should feel calmer after reading your message.
• Two years of customer support experience, ideally for a software product or an online service, and ideally already on US hours.
• Comfortable learning software. You do not need to write code. You do need to read an error message, look through a help document, and work out what to tell the member. You see every technical problem first.
• You do not let things sit. When you cannot solve something, say so and hand it to someone who can.
• The application key is Alden

YOUR SCHEDULE

• Sunday, Monday, Tuesday, Friday and Saturday, 11:00am to 8:30pm US Eastern, with Wednesday and Thursday off. The same hours every day you work. Each shift is 9.5 hours including two paid 30 minute breaks. In Manila that is 11:00pm to 8:30am, so this is night work.

You are never on your own. Two teammates cover the community on their own shifts, and your hours sit alongside theirs through the busiest part of the day.

HOW WE MEASURE YOUR WORK AND HOW WE PAY
Three numbers, and you see all three every morning. How quickly you reply. How many members you answered. A quality score on the replies you wrote.

→ APPLY ONLY THROUGH THE LINK BELOW ←
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