About The Position
Global Citizen is a movement of engaged citizens who are using their collective voice to end extreme poverty. On our platform, Global Citizens learn about the systemic causes of extreme poverty, take action on these issues, and earn rewards for their actions as part of a global community committed to lasting change. Global Citizens have taken over 42.9 million actions since 2009. Today, these actions, in combination with high-level advocacy work, have led to over $50 billion being distributed to our partners around the world, impacting 1.3 billion lives in the fight to end extreme poverty. Global Citizen is seeking an Associate, Community, Customer Service & Rewards Operations Support (Contract) to work closely with the Loyalty and Community teams as part of team Product to support the needs of our global membership base. This role is responsible for delivering high-quality customer service and community engagement across Global Citizen platforms and campaigns, including major global moments and events, as well as supporting rewards operations as part of Global Citizen’s loyalty approach. The Associate will support a diverse, global audience, with a specific focus on providing culturally appropriate communication in both English and Japanese . As a key member of the team, you will help ensure that Global Citizen members have a seamless and positive experience across campaigns, rewards, and events, while contributing to continuous improvements in member engagement and support systems. You will report to the Senior Manager of Community Engagement .
Requirements
- Native or near-native Japanese, with fluent English (or the other way around)
- Experience in community management and/or customer service, ideally across social or digital platforms
- Familiarity with CRM or customer support tools (e.g., Salesforce or similar)
- Strong understanding of Japanese culture and digital communities, with the ability to communicate appropriately across audiences
- Organized and detail-oriented, with the ability to manage multiple workflows
- Proactive and solutions-focused, with strong problem-solving skills
Nice To Haves
- Experience with partnerships, outreach, or rewards programs is a plus
Responsibilities
- Respond to member inquiries across platforms (e.g., Salesforce Service Cloud), ensuring timely, accurate, and helpful support
- Support inquiries related to campaigns, events, platform usage, and rewards, across global audiences
- Provide high-quality support in Japanese and English, ensuring culturally appropriate tone and clarity
- Identify recurring user issues and collaborate with internal teams to improve FAQs, templates, and support documentation
- Troubleshoot member challenges and escalate complex issues in coordination with Product, Loyalty, and Community teams
- Monitor and respond to comments, messages, and interactions across Global Citizen’s social channels, including Japanese-language channels
- Surface community insights, trends, and feedback to internal teams to inform campaigns and product improvements
- Ensure all communications are culturally relevant and aligned with Global Citizen’s voice across different audiences
- Support ticket transfers and rewards fulfillment, verifying eligibility, and ensuring compliance in coordination with partners and vendors
- Assist in ensuring the timely and accurate delivery of rewards tied to campaigns and events
- Conduct research to identify potential rewards and experiences aligned with key campaigns (e.g., Global Citizen Festival)
- Support rewards inventory acquisition and tracking in collaboration with internal teams and external partners
Benefits
- You have a chance to contribute and make this world a better place for all.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
