Support Associate

Responsibilities

• Respond to member inquiries via email and provide exceptional customer service
• Moderate user-generated content to ensure compliance with our community guidelines
• Help members navigate the platform and troubleshoot issues as needed
• Troubleshoot issues related to our platform and mobile applications
• Escalate complex issues to the appropriate teams and follow up with members to ensure resolution
• Document and track support requests and solutions in our ticketing system
• Review and investigate reports of inappropriate behavior, fraud, and other policy violations on the platform
• Communicate with members to resolve disputes and ensure that they are aware of our policies and procedures
• Stay up-to-date on the latest features and updates to our platform and mobile applications

Minimum Requirements

• High school diploma or equivalent
• Fluency in English (both written and spoken)
• Strong analytical, critical thinking, and problem-solving skills
• 2+ years in an online customer service role, ideally for a technology or SaaS company
• Familiarity with web technologies, mobile devices, and troubleshooting techniques
• Strong time management skills with the ability to prioritize tasks and meet deadlines
• Ability to work independently and collaboratively in a remote team environment

Preferred Skills and Competencies

• Familiarity with Google Suite, Slack, Zendesk, Confluence, Jira, or Sift Science
• Experience in content moderation and policy implementation
• Experience working with cross-functional and distributed teams
• Being a Couchsurfing member or familiarity with the Couchsurfing platform