Community CX & Office Operations Lead

BAM Ventures; Los Angeles (CA); On-site; USD 30,000 - 47,000; Full time

Benefits offered by this job

Bonus potential

Stock options

401(k) match

Health benefits

Paid time off

Job summary

Merit is seeking a versatile professional to own two on-site functions from our LA office: social community engagement and day-to-day office management. You will interact with our community in the Merit Voice, surface insights from social performance, and ensure the LA workspace runs smoothly.

The role blends Customer Experience (~75%) and office operations (~25%), requiring strong communication, attention to detail, and the ability to move between external-facing tasks and internal logistics.

Qualifications

• 2+ years in online customer experience, with demonstrated experience supporting social channels and/or ticketing systems.
• Hands-on experience with CX ticketing systems (Gladly, Zendesk, or similar systems) and social media management/analytics tools (Nectar, DashHudson, or similar platforms).
• Familiarity with major social platforms (Instagram, TikTok, YouTube, etc.) and their native analytics.
• Prior success engaging with and growing an online community.
• Analytical ability to monitor social trends/metrics and report on insights.
• Strong organizational and coordination skills; comfortable owning office operations independently.
• Ability to collaborate cross-functionally to execute community and in-office initiatives.
• Good judgment and creative problem-solving.
• Exceptional written and verbal communication skills and high attention to detail.

Responsibilities

• Engage with the Merit community across social accounts and in the Merit Voice.
• Assist in the main CX email queue and chat as needed, especially during holidays.
• Identify patterns from ticket volume and social inquiries; relay insights to product and community teams.
• Work cross-functionally to resolve customer issues and inform product/community strategy.
• On-site: greet visitors and maintain an organized, welcoming workspace; manage supplies and vendors.
• Support on-site meetings and events, including scheduling, setup, and catering.

Skills

Customer Experience

Social Media

Analytics

Organization

Cross-functional collaboration

Tools

Gladly

Zendesk

Nectar

DashHudson

Job description

Merit is seeking a versatile professional to own two on-site functions from our LA office: social community engagement and day-to-day office management. You will interact with our community in the Merit Voice, surface insights from social performance, and ensure the LA workspace runs smoothly.

The role blends Customer Experience (~75%) and office operations (~25%), requiring strong communication, attention to detail, and the ability to move between external-facing tasks and internal logistics.