Rider Experience & Community Champion

ALSO; Seattle (WA); Hybrid; USD 34,000 - 37,000; Full time

Benefits offered by this job

Robust health coverage

One Medical membership

Progyny fertility benefits

Flexible time off

401(k) match

Job summary

ALSO is seeking a Community Engagement Specialist to be the frontline voice across our digital communities. You will engage riders and customers on social platforms, resolve issues, and help ensure every interaction reflects the ALSO experience.

In this role you will manage support cases, monitor conversations, and escalate insights to product, engineering, and marketing. The ideal candidate is empathetic, technically curious, and comfortable moving between Reddit, Instagram, and detailed

Qualifications

• Experience: 1-3 years of experience in customer success, customer support, community management, social media, or digital support.
• Experience with e-mobility, automotive, consumer technology, hardware products, or premium direct-to-consumer brands is a plus.
• Polished written communication and the ability to explain complex policies clearly.

Responsibilities

• Manage customer support interactions across ALSO's channels, ensuring timely, accurate responses.
• Own inquiries from initial contact through resolution, helping riders with orders, product information, account needs, and ownership support.
• Troubleshoot customer issues by leveraging internal resources, product documentation, and cross-functional partners to deliver a seamless customer experience.
• Maintain accurate customer records, case notes, and follow-up workflows using tools such as Gorgias, Shopify, Jira, and Slack.
• Identify recurring customer questions, pain points, and operational challenges, and share insights with internal teams.

Skills

Experience 1-3 yrs

Social Fluency

Communication Mastery

Technical Aptitude

Operational Agility

Schedule Flexibility

Tools

Gorgias

Shopify

Jira

Confluence

Sprout Social

BrandWatch

Slack

Job description

ALSO is seeking a Community Engagement Specialist to be the frontline voice across our digital communities. You will engage riders and customers on social platforms, resolve issues, and help ensure every interaction reflects the ALSO experience.

In this role you will manage support cases, monitor conversations, and escalate insights to product, engineering, and marketing. The ideal candidate is empathetic, technically curious, and comfortable moving between Reddit, Instagram, and detailed