Remote Community Support Lead | De-Escalation & Engagement

Crossing Hurdles; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Crossing Hurdles is seeking a remote Customer Support/Community Manager to promptly address customer inquiries, manage tickets, and de-escalate conflicts. This role focuses on fostering a positive, inclusive online community and collaborating with internal teams to align customer needs with feedback.

Ideal candidates have proven experience in support or community roles, strong communication skills, and the ability to work independently in a fully remote setting while maintaining documentation

Qualifications

• Experience in customer support or community management roles.
• Expertise in conflict de-escalation and crisis management.
• Proficiency with ticket management systems and support tools.
• Ability to manage time, prioritize tasks, and work independently in a fully remote setting.
• Excellent written and verbal communication skills.
• Energetic, resourceful, and solution-oriented mindset.
• Proven track record of providing exceptional customer experiences.
• Familiarity with online community platforms and moderation best practices.

Responsibilities

• Respond promptly to customer complaints and questions across multiple channels.
• Manage and resolve customer support tickets independently with accuracy and efficiency.
• De-escalate conflicts and turn challenging interactions into positive outcomes.
• Monitor community activities and proactively identify potential issues or opportunities.
• Collaborate closely with internal teams to ensure customer needs are met and feedback is shared.
• Maintain clear documentation of community interactions and ticket histories.
• Foster a positive, inclusive, and engaging community environment.

Skills

Customer support

Community management

Conflict de-escalation

Ticket management

Time management

Written and verbal communication

Proactive problem solving

Moderation best practices

Job description

Crossing Hurdles is seeking a remote Customer Support/Community Manager to promptly address customer inquiries, manage tickets, and de-escalate conflicts. This role focuses on fostering a positive, inclusive online community and collaborating with internal teams to align customer needs with feedback.

Ideal candidates have proven experience in support or community roles, strong communication skills, and the ability to work independently in a fully remote setting while maintaining documentation