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Community Care Specialist
Posted on 7/12/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Management
Marketing
Social Media
Requirements
  • Experience in community management, support or customer service; cooling angry or frustrated users; de-escalating upset consumers; and enforcing community standards
  • Experience in advocacy or crisis response, with a passion for protecting communities including being comfortable viewing objectionable content and discussing difficult subjects clearly and calmly
  • Knowledgeable about social media platforms, emerging trends and what makes excellent brand marketing content
  • Confident writer with strong written & verbal communication skills
  • Skilled in social listening and using social care software, like Sprinklr or equivalent online community platform, to coordinate responses
  • Collaborative and willing to work with community management, brand marketing, product marketing, PR, copywriting and other cross-functional teams to align on messaging
  • High attention to detail, organized and methodical in approach. Ability to remain calm under pressure and comfortable viewing objectionable or offensive content
  • Understanding of how to engage in public spaces while simultaneously being thoughtful of user privacy
Responsibilities
  • Actively listen and directly respond to questions and comments on our brand channels including (but not limited to) The Strava Club, Instagram, Twitter and Facebook
  • Keep a pulse on opportunities to give kudos and drive engagement! Build community within our channels by scrolling through and celebrating the wins of elite athletes & weekend warriors on the feed and in the DMs with the goal of sharing stories of interest with our Marketing and Community teams
  • Deliver timely customer service responses as set forth by our internal community guidelines while operating with a strong sense of good judgment, with the ability to recognize when brand-sensitive issues should be escalated
  • Anticipate the tough questions athletes might ask us and work collaboratively to craft thoughtful responses for campaigns, go-to-markets and anti-racism efforts
  • Reinforce community standards by proactively overseeing high traffic content conversations and acting on or responding to hate speech. Identify and raise any Terms of Service violations to the appropriate teams
  • Track sentiment on brand content for positive, neutral and negative commentary with the support and guidance of your team leader. Gathering insights, feedback and reporting to be shared with our cross functional teams
  • De-escalate situations where community standards aren't upheld with empathy and action-oriented support
  • Identify potential areas for improvement through collaborations cross functionally with the goal of improving the product and/or our brand's stance on various issues
  • Effectively responding to our community, and making them feel valued, is likely to involve some weekend and overtime hours work as needed
  • Respond to general assistance inquiries and help to address issues with site functionality, Strava applications, and assorted GPS data and activity issues
  • Stay informed on upcoming product changes, bugs, and updates in order to relay the most accurate information to our members
Strava

201-500 employees

Fitness tracker with social network features
Company Overview
Strava's mission is to connect athletes to what motivates them and help them find their personal best. The company builds a community-based fitness tracking app.
Benefits
  • 100% company paid benefits for employees and families
  • Flexible paid time off
  • $2,000 annual professional development stipend
  • Paid time off for volunteering
  • 401(k) Plan with company matching
  • $1000 annual gear stipend
  • $500 annual gym reimbursement
  • Onsite fitness rooms with showers, lockers, and towel service
  • Weekly team workouts
  • Free yoga classes
  • Secure bike storage
  • Twice weekly dinner for those working late
  • Monthly happy hours
  • Dog days
  • Cell phone reimbursement
  • Snacks & stocked kitchens
Company Values
  • Antiracism
  • Authenticity
  • Balance
  • Craftsmanship
  • Camaraderie
  • Commitment