Community Support Specialist

REMOTE – US OR CANADA /WATTPAD – WATTPAD | COMMUNITY /FULL-TIME/ REMOTE
Wattpad is a global multiplatform entertainment company whose vision is to entertain and connect the world through stories. Since 2006, we’ve been on a mission to use the power of community and technology to unleash the full potential of stories to the world. Every month 90 million people around the world spend over 23 billion minutes on Wattpad to share and discover stories they can’t find anywhere else. Our brand banner includes: Wattpad, Wattpad WEBTOON Studios, Wattpad Books and Wattpad Brand Partnerships. We’re proudly based in Toronto, but our reach is global. Come build the future of entertainment and storytelling, and write your next chapter with us!

In this exciting role as a Community Support Specialist you will use your superb problem solving skills to delight our community of over 80 million users. You will work across platforms and devices to investigate bugs, escalate them to developers, and work cross functionally with stakeholders to ensure product issues are resolved. The Community Support Specialist will be responsible for conferring with users to ensure their support questions are handled efficiently while keeping up professional standards expected by the industry. You will also gather data insights about our community sentiment and effectively communicate these updates across the company.

You’ll need to be extremely comfortable with the Internet, mobile devices, and multitasking. If you have an entrepreneurial spirit, love helping others, and have an inquisitive and scientific mind you might just be the perfect Community Support Specialist.

What you’ll be doing:
Answer user inquires and provide quality technical assistance and support to our Community, using empathy and analytical skills to troubleshoot and guide users through their issues
Sleuth out pesky bugs, identify causes, and escalate issues to our engineering teams
Act as a liaison between Support and the Product teams, provide valuable customer insights through the product journey
Collaborate with product teams to provide supportability and assist with QA for new feature releases
Measure user sentiment across multiple platforms and report this to business units across the company
Own and contribute to projects that improve the support experience for our community, improving our top-line metrics
Champion the voice of the users across Wattpad!

What we’re looking for:
1-2 years experience in a similar role
Previous experience moderating or managing a community is preferred
Exceptional empathy and ability to really listen to our users, putting yourself in their shoes, and truly understanding the problem so as to resolve issues to the highest level of satisfaction
Demonstrates critical thinking and can apply a methodical approach to user problems
Naturally inquisitive creative thinker, who questions and can ideate new approaches to Support issues
A high achiever with the initiative and drive to iterate on current processes
A solid sense of ownership of their specialized area
Experience with a ticketing system such as Zendesk

Bonus Points:
Familiarity with HTML, CSS and Javascript or the aptitude to learn. If you’ve ever built a website show us!
Prior work experience with Jira or Google Analytics