Community Support Associate
Zello builds technologies that connect and protect frontline workers, a staggering 80% of the global workforce. With over 150 million users, we turn any phone into a walkie talkie and provide a complete communications ecosystem for frontline organizations. We’re the industry leader, helping transportation/fleet management organizations, retail associates, paramedics, nurses, hospitality workers, and construction crews stay connected and get work done! As a company, Zello is bootstrapped, has strong product-market fit, and is now accelerating its growth across a multi-billion dollar market.
As a global leader, Zello supports millions of communities around friends and family, common interest, making friends, or for urgent communication around weather or political events. We are looking for a self-driven, enthusiastic and hands-on Community Support Associate, who will be responsible for engaging Zello users through multiple social media platforms and Zello channels in an effort to increase engagement with Zello’s products overall. A person in this role will be a tech savvy ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with our community as well as help answer user questions as necessary.
OUTCOMES
After 3 months:
- You will be a product expert, have communicated with a number of users and have a firm understanding of our user base and use cases.
- You will have a hand on the community’s pulse, recognizing users’ concerns, ideas, and needs for additional education about current features, using that information to make recommendations internally on behalf of the user base.
- You will help to redefine Zello’s community engagement protocols and map success metrics pertaining to community health and moderation
ESSENTIAL DUTIES & RESPONSIBILITIES
- Support a thriving community of users excited to communicate with live voice
- Resolve conflicts between users as they arise
- Share your insights for creating a better ecosystem with the team.
- Answer questions and reproduce reported problems.
- Stay up-to-date with the latest industry and digital trends
- Build relationships with the online community
- Act as subject matter expert with regard to product features applicable to our consumer-facing apps
- Create both outside-facing and internal training materials in the form of videos and documentation to help spread knowledge of Zello products and their uses
- Review reported messages, profile pictures, channel images for violations of terms of service
- Respond to blog comments, Facebook messages, direct messages in Twitter, etc
- Monitor app ratings on App Store and Google Play and respond as needed
- Facilitate and moderate the technical support forums and community
KNOWLEDGE, SKILLS & ABILITIES
- 2+ years of technical support experience
- 2+ years experience with online community management
- Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, creating an event series and writing an email newsletter)
- Experience with media, digital lifestyle or communications
- Ability to identify and track relevant community metrics
- Ability to interpret website traffic and online customer engagement metrics
- Experience working as part of an early stage startup or small team
At Zello, we're looking for people with honesty, grit, and a strong desire to serve frontline workers. We hire for potential and passion over checking every qualification box. We pay generously, offer equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, from flexible work schedules to sabbaticals after a few years of service. Join us.