Customer Care & Engagement Specialist

Christianity Today•Wheaton, IL

6d•Remote

About The Position

The Customer Care & Community Engagement Specialist serves on the front lines of our relationship with readers, subscribers, and online community. This role combines traditional customer service through Zendesk (email, phone, and web forms) with public-facing social media engagement (direct messages, comments, basic community moderation). You will help people resolve subscription and account questions, direct them to the right resources, and respond graciously and clearly to feedback. On social channels, you’ll represent our voice in a warm, thoughtful way—answering questions, acknowledging concerns, and helping our community feel seen, heard, and cared for.

Requirements

High school diploma or equivalent, College degree preferred
1-2 years related experience, phone customer service experience preferred
Proficient with Microsoft Word and Excel and Google Suites, experience with using Zendesk is a plus
Familiarity with social media tools & platforms
Comfortable using a computer, telephone with headset, printer, copy machine, scanner
Customer Focus: Demonstrates genuine care for customers and readers, seeking to serve them well and resolve issues accurately and efficiently.
Communication: Writes clearly, graciously, and professionally; can adapt tone for email, help tickets, and social media comments/DMs.
Digital & Social Savvy: Comfortable navigating major social media platforms, understands norms for comments and DMs, and can learn new tools quickly.
Problem Solving: Able to investigate issues, ask clarifying questions, and creatively use tools and resources to find solutions.
Time Management & Organization: Manages multiple tickets and conversations at once, prioritizing urgent issues and meeting response-time expectations.
Collaboration: Works well with Operations, Marketing, Editorial, and Technology, sharing feedback and following shared processes.
Theological Discernment: Ability to evaluate responses through both business and ministry lenses, understanding how engagement impacts CT's witness and audience trust.

Responsibilities

Respond to customer service inquiries via Zendesk (email, web forms, and phone) with prompt, accurate, and courteous communication.
Work closely with the customer service representatives at our call center, CDS Global, as a liaison between Christianity Today and their team.
Work with the support team at our customer management company, Piano, to resolve problems as necessary.
Gain deep understanding of all our products, subscriptions, systems, and processes.
Work with marketing, technology, and editorial to improve processes to eliminate ongoing customer issues.
Monitor selected social media channels (e.g., Instagram, Facebook, X, YouTube comments, etc.) for direct messages and comments related to subscriptions, access, or general customer questions.
Escalate sensitive issues (e.g., complaints, editorial concerns, theological questions, or reputational risk) to the appropriate internal leader using agreed escalation paths.
Coordinate with the Social Media/Marketing team to ensure responses are aligned with current campaigns, tone, and guidelines.
Log relevant social media interactions (such as subscription problems originating in DMs) into Zendesk or other systems so that all customer history is captured in one place.
Participate in regular check-ins with Operations and Marketing to review common customer issues, community sentiment, and opportunities to improve communication.
Assist with drafting or refining standard response templates (both for Zendesk and social media) to ensure consistency and efficiency.
Provide occasional support for special campaigns (e.g., subscription drives, renewals, or major announcements) by increasing responsiveness on support and social channels.
Perform additional job-related duties as assigned.