Community Support Specialist

About the Role

The Community Support Team at Reddit is a dynamic and fast-paced environment that requires adaptability, excellent communication skills, and a passion for understanding customer needs. As a Community Support Specialist, you will be an integral part of this team, working closely with moderators, users, and other stakeholders to resolve issues, provide support, and improve the overall user experience.

What You Will Do

• 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
• Work closely with the Community Support Team to develop and implement support strategies and processes
• Participate in training and development programs to enhance your skills and knowledge
• Collaborate with other teams, such as Product and Engineering, to provide input on support-related issues and initiatives

What We Are Looking For

• Previous experience as a moderator on Reddit or similar online communities
• Knowledge of Reddit's platform and community dynamics
• Experience working with customer support, success, and analytics software platforms (Salesforce and Zendesk 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
• Fluency in English and at least one additional European language is a plus (German, Spanish, French, Italian)

Nice to Have

• Experience working with automation tools and technologies to improve support efficiency
• Knowledge of content moderation and community guidelines
• Familiarity with Reddit's community and user demographics
• Experience with data analysis and reporting tools
• Certification in customer support or a related field

Benefits and Perks

• 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
• Private Pension plan with Employer-matching
• 100% employer-sponsored group medical plan
• Income Replacement Programs
• Flexible working hours and remote work arrangements
• Access to training and development programs to enhance your skills and knowledge
• Opportunities for career growth and advancement within the company

• Make sure to showcase your knowledge of Reddit's platform and community dynamics in your application and during the interview process.
• Highlight your experience working with customer support software platforms, such as Salesforce and Zendesk.
• Demonstrate your passion for understanding customer needs and delivering exceptional customer support and experiences.
• Be prepared to provide examples of times when you had to troubleshoot complex issues and provide timely support.
• Show your ability to work collaboratively with cross-functional teams and provide input on support-related issues and initiatives.
• Familiarize yourself with Reddit's community guidelines and content moderation policies.
• Be prepared to discuss your experience working in a team-oriented environment and collaborating with others to achieve common goals.