Our Community Management Team is looking for an expert Tumblr user to empathetically help users solve any problems they might be having using this wonderful thing. You will focus on supporting product launches and providing VIP support. The ideal candidate is technically savvy, a strong writer, and takes pride in their work.
What you’ll do:
Assist individual users when they run into technical problems; provide top-tier support to VIP users, brands, and advertisers.
Help turn our daily interactions into positive solutions through daily insights reports.
Use incoming tickets to diagnose and escalate incoming bugs.
Help explain the world-ending changes we make with each product release to our users.
Look for patterns in user feedback and share those findings with the Marketing, Engineering, and Product teams.
Represent and advocate for the user perspective as it relates to product decisions.
What we’re looking for:
At least 1 year of experience in a similar role supporting large-scale internet community development.
Fluent in Spanish or Portuguese a plus
Flexibility, positive energy, a focus on solutions, and the skills to thrive in a fast-paced environment.
Detail-oriented and disciplined. You make the most of your work day, are self-motivated and get excited by a job well done.
Experience working alongside technical teams, meaning: the ability to honestly and dispassionately discuss, prioritize, and advocate for engineering solutions to problems our users are having.
Diplomacy. You’re able to handle tricky matters with aptitude and grace.
Good judgement. Or better yet, great judgement.
An interest in new developments in technology, the internet, social media—all that stuff—and a thorough understanding of issues that affect Tumblr users. If you’re active in online communities (and we hope you are) we’d love to know more about what you do and where.
A passion for Tumblr, and a thorough understanding of our features and community.
Bonus points if you have CSS, HTML, or other coding experience.