Community Support Specialist, Lion Holdings
Fort Lauderdale, FL
Full Time
Mid Level
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.
Job Responsibilities
- 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
Job Qualifications
- 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
Compensation: Salary + Performance-Based Bonus, Comprehensive Benefits Package. Final compensation will be determined based on experience and skills and may vary from the range listed above.
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Valuetainment is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.
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