Community Support Specialist, Lion Holdings

Valuetainment-posted 3 days ago

Full-time • Entry Level

Fort Lauderdale, FL

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Create memorable moments. Provide extraordinary service. Communicate clearly and engage a high-profile client base. Offer unreasonable hospitality. Hello Community Support Specialist ! Join us. The Community Support Specialist is responsible for responding to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution related to a proprietary product. He/She resolves problems and communicates solutions or requested information to the customer. The Community Support Specialist focuses on engaging users and clients and ensuring full utilization of all the product's features and benefits. This product, HireMetrics , is an AI HR platform designed to give every qualified applicant an instant, fair interview while empowering HR teams with clear, explainable insights. It’s a revolutionary platform that enables faster hiring decisions, smarter teams, and strong growth.

Analyze a customer's service needs and coordinate with other service or technical departments to develop and deliver an appropriate solution for each customer
Support Community Management and partner with cross-functional teams including social media, graphic design, engineering, talent acquisition, and human resources
Develop and maintain a deep understanding of the organization and services offered to resolve more complex inquiries
Use a customer relationship application or database to record activities and research product information
Work with a product team to develop the product to best in class by soliciting feedback from customers and peers
Drive sign-up and activation of users
Build and foster relationships with users and ensure a positive user experience
Help users launch HireMetrics by highlighting features and benefits
Provide user support on all channels (e.g., email, SMS, DMs)
Inform users about new features and functionalities
Monitor and report on feedback and online reviews
Update our internal databases with information about technical issues and useful discussions with users
Share feature requests and effective workarounds with team members
Gather user feedback and share with our Product, Sales, and Marketing teams
Organize and participate in events to build community and boost brand awareness

3+ years of proven work experience as a Community Manager, Customer Support Specialist, Business Development Representative, or similar role
Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, creating an event series, and writing an email newsletter)
Ability to identify and track relevant community metrics (e.g., repeat attendance at events, conversion rates)
Must have project and process management experience; familiarity with project management and/or process improvement methodology is ideal
Excellent verbal communication skills
Excellent writing skills
Ability to interpret website traffic and online customer engagement metrics
Knowledge of online marketing and marketing channels
Attention to detail and ability to multitask
Must be able to work effectively in a matrixed environment

Salary + Performance-Based Bonus
Comprehensive Benefits Package

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