Community Support Specialist

Russell Tobin; Ireland; On-site; EUR 35,000 - 50,000; Full time

Job summary

Russell Tobin is seeking a Community Support Specialist to assist users and moderators on a large online community platform. The role involves handling ticketed support requests, investigations, escalations, and collaborating with internal teams to improve the community support experience.

You will provide first-line support, manage moderations, and stay current with platform policies and guidelines. Strong communication skills and a background in moderation are essential for success in this

Qualifications

• Hands-on experience as a moderator of a Reddit subreddit/community.
• Experience moderating posts, comments, reports, community rules, or user issues within a Reddit community/subreddit.
• Experience interacting directly with community members and/or other moderators.

Responsibilities

• Provide first-line support to users and community moderators through ticketed support channels.
• Investigate and resolve user and moderator issues efficiently and accurately.
• Handle complex cases and elevate issues to the appropriate internal teams.
• Support community moderators with platform, policy, and community-related queries.
• Maintain clear documentation of cases, investigations, and resolutions.
• Work with cross-functional teams to identify and resolve recurring issues.
• Stay up to date with platform policies, product changes, and community guidelines.

Skills

Reddit moderation

Community moderation

Customer support

Policy enforcement

Written communication

Job description

Working Hours:

GMT preferred, with some flexibility

Role Overview

We are seeking a Community Support Specialist to support users and community moderators on a large online community platform.

The role involves handling ticketed support requests, assisting community moderators, investigating issues, managing escalations, and working with internal teams to improve the community support experience.

Key Responsibilities

• Provide first-line support to users and community moderators through ticketed support channels.
• Investigate and resolve user and moderator issues efficiently and accurately.
• Handle complex cases and elevate issues to the appropriate internal teams.
• Support community moderators with platform, policy, and community-related queries.
• Maintain clear documentation of cases, investigations, and resolutions.
• Work with cross-functional teams to identify and resolve recurring issues.
• Stay up to date with platform policies, product changes, and community guidelines.

Must Have

• Hands-on experience as a moderator of a Reddit subreddit/community.
• Experience managing or moderating posts, comments, reports, community rules, or user issues within a Reddit community/subreddit.
• Experience interacting directly with community members and/or other moderators.
• Previous experience in customer support, community support, moderation support, or a similar user-facing environment.
• Experience handling escalated or complex issues.
• Strong written and verbal communication skills.
• Good judgement and ability to apply policies consistently.

Nice to Have

• Experience working with or supporting a team of community moderators.
• Community management or online community operations experience.
• German, Spanish, French, or Italian language skills.
• Experience working in a high-volume, policy-driven environment.

This role requires direct Reddit subreddit/community moderation experience.