Specialist, Community Support

Kickstarter; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading crowdfunding platform is seeking a Specialist in Community Support based in Singapore. In this role, you will answer support tickets, help maintain quality goals, and ensure a seamless experience for users. Ideal candidates will be fluent in English and Mandarin, with a solutions-oriented attitude and a positive approach to customer service. This position offers a unique opportunity to support a creative community and be part of a diverse team.

Qualifications

• Fluent in English and Mandarin to support the community.
• Experience in customer service for a website is preferable.
• Positive attitude and drive to help customers.

Responsibilities

• Answer support tickets using Zendesk.
• Develop understanding of the Kickstarter platform.
• Maintain quality and performance goals.
• Identify and escalate bugs and technical issues.
• Escalate sensitive issues to experts.

Skills

Effective customer service via email

Fluent in spoken and written English

Fluent in Mandarin

Solutions-oriented attitude

Collaborative team player

Tools

Zendesk

Job description

Overview

Kickstarter is the go-to crowdfunding platform for creative projects across everything from film, games and music to art, design, and technology. Fueled by the support of our team, our mission to help bring creative projects to life has been a core tenet since our inception in 2009.

To date, we have helped more than 282,000 creative projects reach their funding goal with pledges totalling more than $8.9 billion dollars. We continue to be committed to the growth and success of not only our community, but our team as well. Rooted in shared values, Kickstarter sees team members as whole people, giving every individual the autonomy and space to participate in decisions that impact them.

Every day, Kickstarter receives hundreds of inquiries from community members. As a Specialist, Community Support, your primary responsibilities will be to effectively answer support tickets and to maintain our quality standards and SLAs. You will be expected to learn the in\'s and out\'s of Kickstarter and to familiarize yourself with our community of creators and backers so that you can provide the best possible support experience. You\'ll work closely with internal stakeholders to provide a seamless experience for our community.

Candidates must be based in Singapore.

In This Role, You Will

• Answer support tickets in Zendesk.
• Develop an expert understanding of our platform and administrator tools.
• Maintain quality and performance goals set by your manager.
• Identify, verify, and escalate bugs and technical issues through proper channels.
• Escalate sensitive and high touch issues to subject matter experts.

About You

• You have the ability to offer effective customer service via email.
• You are fluent in spoken and written English and Mandarin to effectively support our global community of creators and backers, particularly those based in Greater China.
• You have some experience in customer service, preferably for a website.
• You have a positive, solutions-oriented attitude and drive to help customers resolve their issues.
• You are a collaborative team player who is supportive of their peers.

You can read more about our benefits and working at Kickstarter at our Jobs page: https://jobs.kickstarter.com/

Kickstarter is an equal opportunity employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.

Reminder to applicants: Authentic communications from Kickstarter will always originate from official Kickstarter email domains (@kickstarter.com). Exercise caution and verify the legitimacy of anyone who claims to be representing Kickstarter on other platforms.

Please reach out to Kickstarter\'s Help Center to report potentially fraudulent contact here: https://help.kickstarter.com/hc/en-us/requests/new