Specialist, Community Support - Remote Eligible

Specialist, Community Support

Kickstarter is the go-to crowdfunding platform for creative projects across everything from film, games and music to art, design, and technology. Fueled by the support of our team, our mission to help bring creative projects to life has been a core tenet since our inception in 2009.

To date, we have helped more than 282,000 creative projects reach their funding goal with pledges totaling more than $8.9 billion dollars. We continue to be committed to the growth and success of not only our community, but our team as well. Rooted in shared values, Kickstarter sees team members as whole people, giving every individual the autonomy and space to participate in decisions that impact them.

Every day, Kickstarter receives hundreds of inquiries from community members. As a Specialist, Community Support, your primary responsibilities will be to effectively answer support tickets and to maintain our quality standards and SLAs. You will be expected to learn the in's and out's of Kickstarter and to familiarize yourself with our community of creators and backers so that you can provide the best possible support experience. You'll work closely with internal stakeholders to provide a seamless experience for our community.

Candidates must be based in the United Kingdom for this role for timezone coverage.

In This Role, You Will:

• Answer support tickets in Zendesk.
• Develop an expert understanding of our platform and administrator tools.
• Maintain quality and performance goals set by your manager.
• Identify, verify, and escalate bugs and technical issues through proper channels.
• Escalate sensitive and high touch issues to subject matter experts.

About You:

• You have the ability to offer effective customer service via email.
• You have some experience in customer service, preferably for a website.
• You have a positive, solutions-oriented attitude and drive to help customers resolve their issues.
• You are a collaborative team player who is supportive of their peer.

What You'll Enjoy

• A fully remote workforce with plenty of opportunities to get to know your colleagues
• 100% employer-paid health plan offerings
• 16 paid vacation days, 10 sick days, and a company-wide winter break between Christmas and New Year's
• 25 volunteer hours each year to give back to your community
• 16 weeks of parental leave plus fertility/family planning resources
• Annual stipends including a Remote Working & Wellness Stipend of $3,000 USD (prorated) each calendar year for expenses related to remote working, wellness, health, and fitness and a $500 Role Development Stipend
• Kickstarter currently operates with a 4-day workweek, a model that aligns with our belief in a healthy work-life balance and gives staff the space to be more than their work
• Incredibly talented and inspiring colleagues who know how to blend their creative endeavors into their work