[Full Remote] Community Support Specialist

The Community Support Specialist is key in managing the company’s online reputation by addressing customer feedback and ensuring positive engagement across various platforms.

Key Responsibilities

• Respond promptly and professionally to community reviews, maintaining a courteous and solutions-oriented tone.
• Provide prompt assistance to customers who reach out via email with a reference code, addressing their concerns and processing refunds as needed to ensure a positive resolution.
• Actively engage with the community through our channel to build trust and enhance customer satisfaction.
• Monitor and maintain the good standing of our review and community accounts.
• Monitor and address negative feedback or discussions about the brand on community channels that could impact its reputation.
• Engage directly with users to address their concerns.
• Focus on ensuring a positive outcome for the customer that contributes to improving the brand's perception and ratings.
• Collaborate with the support team as needed to address customer inquiries and ensure seamless service delivery.
• Proactively seek solutions to maintain all accounts in good standing and prevent recurring issues.
• Outside-the-box thinking.

Qualifications

• Experience managing customer feedback and online reviews on community feedback platforms.
• Great written communication skills with the ability to maintain a professional, empathetic, and solutions-oriented tone.
• Demonstrated ability to think creatively and implement proactive solutions to resolve customer concerns effectively.
• Experience tracking performance metrics and maintaining records to ensure KPIs are met.
• Familiarity with online review management tools, CRM systems, or similar platforms for customer interaction.
• Proven ability to handle sensitive customer situations with tact, understanding, and goodwill gestures to maintain brand reputation.

Location

Ruby Labs operates within the CET (Central European Time) zone. Applicants from any country are welcome to apply for the position as long as they are located within approximately ± 4 hours of CET. This ensures optimal collaboration and communication during working hours.

Discover the perks of being part of our vibrant team!

• Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
• Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
• Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.