Community Support Specialist at Reddit

Reddit is a community of communities. It’s built on shared interests, passion, and trust, and is home to the most open and authentic conversations on the internet. Every day, Reddit users submit, vote, and comment on the topics they care most about. With 100,000+ active communities and approximately 126 million daily active unique visitors, Reddit is one of the internet’s largest sources of information. For more information, visit www.redditinc.com. Location: Reddit has a flexible first workforce. Don't live near our office? No worries: you can work remotely from anywhere in the UK, the Netherlands or Ireland. We are seeking a Community Support Specialist to join our Community Support Team. This role will primarily focus on managing ticketed support requests from our community of users and moderators. You will be responsible for efficiently resolving a variety of issues, escalating complex problems when necessary, and working collaboratively with cross-functional teams to enhance the support experience of Redditors. Your work will focus on delivering exceptional community support, driving innovation of our processes, and continuously improving products/services within our communities. Responsibilities: • 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. Required Qualifications: • Previous experience as a moderator on Reddit. • Knowledge of Reddit's platform and community dynamics. • Experience working with customer support, success, and analytics software platforms (Zendesk and Salesforce 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. • Nice to have: Fluency in English and at least one additional European language is a plus (German, Spanish, French, Italian) Benefits: • 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 • Group Personal Pension Scheme with Employer match • Private Medical and Dental Scheme • Income Replacement Programs • Bike to Work scheme • Flexible Vacation & Paid Volunteer Time Off • Generous Paid Parental Leave In select roles and locations, the interviews will be recorded, transcribed and summarized by artificial intelligence (AI). You will have the opportunity to opt out of recording, transcription and summarization prior to any scheduled interviews. During the interview, we will collect the following categories of personal information: Identifiers, Professional and Employment-Related Information, Sensory Information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment or an independent contractor role, as applicable. We will not sell your personal information or disclose it to any third party for their marketing purposes. We will delete any recording of your interview promptly after making a hiring decision. For more information about how we will handle your personal information, including our retention of it, please refer to our Candidate Privacy Policy for Potential Employees and Contractors. Reddit is proud to be an equal opportunity employer, and is committed to building a workforce representative of the diverse communities we serve. Reddit is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If, due to a disability, you need an accommodation during the interview process, please let your recruiter know.