Customer Support and Community Manager

vor 4 Wochen

Wien, Wien, Österreich Lingvano GmbH Vollzeit
About Us

Lingvano GmbH is a leading online platform for learning Sign Languages, with a mission to break down language barriers and build bridges between Deaf and hearing people.

Job Overview

We are seeking a highly skilled Customer Support and Community Manager to join our team. As a key member of our support team, you will be responsible for managing inbound customer support requests, proactively identifying and responding to customer support topics on social media, and promoting user-generated content to foster a sense of belonging and engagement within our community.

Key Responsibilities
  • 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.
  • Promote and amplify user-generated content to foster a sense of belonging and engagement within our 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.
Requirements

To be successful in this role, you will need:

  • Fluency in English and American Sign Language (ASL).
  • 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 our tone of voice and brand identity.
What We Offer

We offer a competitive salary, flexible working hours, and a comprehensive benefits package, including a minimum rate of 22 USD per hour, with the overall salary open to negotiation based on experience and qualifications.

We are an equal opportunities employer and welcome applications from Deaf and hearing individuals. We are particularly open to welcome Deaf applicants and strongly prefer individuals who are actively engaged in the Deaf community.

Lingvano GmbH is a dynamic and inclusive workplace, and we are committed to creating a supportive and inclusive environment for all our employees.

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