**About us**:
**About the role**:
The Community Support Specialist is key in managing the company's online reputation by addressing customer feedback and ensuring positive engagement across various platforms.
**Key Responsibilities**:
- Respond promptly and professionally to community reviews, maintaining a courteous and solutions-oriented tone.
- Actively engage with the community through our channel to build trust and enhance customer satisfaction.
- Monitor and maintain the good standing of our review and community accounts.
- Monitor and address negative feedback or discussions about the brand on community channels that could impact its reputation.
- Engage directly with users to address their concerns.
- Focus on ensuring a positive outcome for the customer that contributes to improving the brand's perception and ratings.
- Collaborate with the support team as needed to address customer inquiries and ensure seamless service delivery.
- Proactively seek solutions to maintain all accounts in good standing and prevent recurring issues.
- Outside-the-box thinking.
**Qualifications**:
- Experience managing customer feedback and online reviews on community feedback platforms.
- Great written communication skills with the ability to maintain a professional, empathetic, and solutions-oriented tone.
- Demonstrated ability to think creatively and implement proactive solutions to resolve customer concerns effectively.
- Experience tracking performance metrics and maintaining records to ensure KPIs are met
- Familiarity with online review management tools, CRM systems, or similar platforms for customer interaction.
- Proven ability to handle sensitive customer situations with tact, understanding, and goodwill gestures to maintain brand reputation.
**Location**:
**Benefits**:
Discover the perks of being part of our vibrant team!
We offer:
- ** Remote Work Environment**: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
- **Unlimited PTO**: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
- **Paid National Holidays**: Celebrate and relax on national holidays with paid time off to unwind and recharge.
Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth!
**Interview Process**:
- Recruiter Screening (40 minutes)
- Technical Interview (90 minutes)
- Final Interview (60 minutes)
**Life at Ruby Labs**:
At Ruby Labs, we are more than a team; we're a community united in pushing the boundaries of technology and innovation.
Our combined passion fuels our ambition for excellence, driving impact that resonates around the globe.
We are an equal-opportunity employer and celebrate diversity, recognizing that a diversity of thought and backgrounds builds stronger teams.
We approach diversity and inclusion seriously and thoughtfully.
We do not discriminate based on race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.
Join us and be part of a company that is crafting the future of technology across multiple industries.
Li-Remote