Community Support Escalation Specialist

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  • Remote-Friendly
  • TSPA Members
  • San Francisco, CA; Remote, US (Remote)
  • This position has been filled

Website clubhouse Clubhouse

This content was reproduced from the employer’s website on November 4, 2022. Please visit their website below for the most up-to-date information about this position.

The Role

As a member of the Community Support team, your work will ensure users with difficult to resolve issues receive high quality, timely responses and resolutions so they can get back to enjoying their time in the app! You’ll spend the majority of your time in the queue responding to escalated issues. You’ll help inform how we manage self-serve resources so users can get the help they need in real time, what issues should be in scope for our vendor partner, and quickly communicate common user issues and bugs so they don’t linger.
In this role, you will report to our Head of Community Support and work closely with a cross-functional team. We are a remote friendly-company — with our headquarters in San Francisco and a strong commitment to ensuring people can do great work here and thrive without having to live near an office. This role is open to candidates across the U.S.

Who you are

You love our users. Whether you’ve been in support at another consumer tech company or excelled in other fast-paced operational roles, you have experience prioritizing users and advocating for surprise and delight. You love making users happy.
You’re a strong communicator. You’re a strong written communicator; you can capture the essence of complex situations fast and communicate them simply with sensitivity, empathy and consistency.
You’re a great researcher. You’re excellent at understanding issues, identifying solutions, and solving problems. You can learn new systems, frameworks, and processes quickly. You’re curious and always willing to learn something new.
You take pride in what you do. You care deeply about your work. If something seems off, you come up with a good solution and fix it without being asked to do so. You’re proactive with suggestions and people know they can count on you to get things done.
You bias towards action. You favor practical choices, speed and a respect for sequencing. You focus on the things that matter and push back on things that don’t. You make deadlines for yourself, ask for help when you’re blocked, and you move fast.
You’re scrappy and entrepreneurial. You thrive in fast-paced environments and are comfortable with not knowing the answer to something. You are willing to roll up your sleeves no matter what the challenge is.
You enjoy your work. You love what you do, not because you feel you have to, but because you’re so excited to create something big for the world. Your favorite thing to do is to take on a huge challenge and pull it off.
You care about doing the right thing. You value diversity and go out of your way to ensure others feel welcome and supported. You enjoy hanging out with your teammates, have a low-ego, and make the workplace more fun for everyone.

What you will do

You’ll help define what timely and quality support is at Clubhouse. You’ll help lead the way in providing top-notch support to the Clubhouse Community. This is an opportunity to help build a creative, cross-functional escalation process.
Your work will be cross-functional. As support always is. Responding to escalated tickets is only the beginning of this role. Living in the queue, you’ll be one of our greatest sources of user feedback, and it will be important for you to organize and share that knowledge across teams regularly.
You’ll grow and improve rapidly. At Clubhouse you’ll be working with an incredible team, who love to learn from and teach each other. You’ll find yourself stretching to new areas, immersed in feedback, challenged by your teammates, and growing your skills on a daily basis.
You’ll be an owner. We believe in hiring people and giving them as much responsibility as they can handle. Whether it’s playing with the limits of our brand voice or restructuring our knowledge base to make it more user friendly. We’ll trust your judgment, give you autonomy and always have your back.
You’ll create something meaningful. Social products allow people to connect in ways that were never before possible. When the telephone was invented, it suddenly allowed people to speak with others across the world. Thanks to FaceTime, grandparents everywhere can now watch their grandchildren grow up. At Clubhouse, you’ll be figuring out something entirely new for the world—a positive product that brings people’s voices together for deep and meaningful conversations, creates new relationships, builds empathy across cultures, entertains people, and helps people develop ideas that change the course of their lives.