Seattle Community & Social Engagement Lead

Content Creators; Seattle, Northern (WA, KY); Hybrid; USD 34,000 - 37,000; Full time

Benefits offered by this job

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 digital communities and support channels. You will engage with riders, answer questions, resolve issues, and reflect ALSO's customer-first experience.

You will manage inquiries across social platforms, document interactions, and escalate feedback to product, engineering, and marketing teams. A strong communicator with technical curiosity will thrive in this hybrid Seattle-based role.

Qualifications

• 1-3 years in customer success, support, community management, social media, or digital support.
• Experience with e-mobility, automotive, consumer technology, hardware products, or premium D2C brands is a plus.
• Strong understanding of online communities and social platforms including Instagram, TikTok, YouTube, X, Bluesky, Reddit.
• Exceptional written communication, with ability to explain policies and troubleshooting steps clearly.
• Comfort with customer support and social commerce tools such as Gorgias, Shopify, Jira, Confluence, Sprout Social, BrandWatch, and Slack.
• Willingness to wear multiple hats and switch between public replies and complex customer invoices.
• Ability to work from our Seattle office with seasonal volume shifts and weekend support as needed.

Responsibilities

• Manage customer support interactions across email, voice, chat, and social media, ensuring timely, accurate responses.
• Own inquiries from initial contact through resolution, including order updates, delivery questions and account needs.
• Troubleshoot issues using internal resources, product docs, and cross-functional partners for a seamless experience.
• Maintain accurate customer records and follow-up workflows using Gorgias, Shopify, Jira, and Slack.
• Identify recurring questions and provide insights to improve processes and rider experience.
• Monitor social conversations and sentiment to identify needs and opportunities to improve the rider experience.
• Escalate high-priority issues to internal teams for timely resolution.

Job description

ALSO is seeking a Community Engagement Specialist to be the frontline voice across digital communities and support channels. You will engage with riders, answer questions, resolve issues, and reflect ALSO's customer-first experience.

You will manage inquiries across social platforms, document interactions, and escalate feedback to product, engineering, and marketing teams. A strong communicator with technical curiosity will thrive in this hybrid Seattle-based role.