Community & Customer Support Specialist (US based)

About Us:

At Lingvano, our mission is to break down language barriers and build bridges between Deaf and hearing people. We do so by creating easy-to-use sign language and Deaf culture lessons.

Role Overview:

As we near our 3 millionth learner milestone, we are hiring a Community and Customer Support Lead, to help us build a stronger and more satisfied community of learners. If you are passionate about people, well-organized, and want to make a meaningful social impact, we've got the job for you!

Tasks

What you will do:

• Manage inbound customer support requests via email using Freshdesk, collaborating with other teams as-necessary to resolve issues efficiently.
• Proactively identify and respond to customer support topics on social media platforms including Facebook, Instagram, and TikTok and manage, moderate and grow our online communities, such as our Facebook group or Discord community.
• Promote and amplify user-generated content to foster a sense of belonging and engagement within the community.
• Enhance internal and external customer support documentation, including FAQs and self-help guides.
• Monitor and work to improve customer satisfaction metrics across various platforms, including App Stores, online communities, and other sources of online community/customer feedback.
• Stay up-to-date with the latest trends in community development and customer support to continuously improve our strategies.
• Collaborate with cross-functional teams and contribute to the strategic development of customer support and community growth initiatives, offering insights and recommendations to senior management.
• Support the Social & Partnerships team in tracking community engagement metrics and sharing insights.

Requirements

What you should bring:

• Fluency in English and American Sign Language (ASL). (We are particularly open to welcome Deaf applicants and strongly prefer individuals who are actively engaged in the Deaf community.)
• Deep insights on Deaf community and culture.
• Awareness of cultural sensitivities and nuances when it comes to Deafness.
• Proven experience in customer support and community moderation/management.
• Familiarity with online support tools like Freshdesk or Zendesk.
• Experienced with social media platforms such as Facebook, Instagram, and TikTok, and community platforms such as Discord and Slack.
• Strong organizational, project management and problem-solving skills.
• Excellent written communication skills and ability to adapt your style to Lingvano's tone of voice and brand identity.
• Self-starter with a detail-oriented mindset.

Benefits

What we offer:

• You can contribute to building a successful brand with a clear social impact, and work alongside an international team of Deaf, hard of hearing, and hearing employees.
• You can choose your working hours within a flexible working scheme.
• Use up to 10% of your weekly working time for personal and professional development, plus a learning and development budget to spend on training and other learning opportunities.

Position Details:

• This is a permanent, full-time position (40 hours per week).
• We are looking for candidates who are based in the continental US.
• The position is open to begin immediately, but if you cannot start immediately, we still encourage you to apply.
• We are particularly open to welcome Deaf applicants and strongly prefer individuals who are actively engaged in the Deaf community.

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