Deaf Community and Customer Support Professional

6 hours ago


New York, New York, United States Lingvano GmbH Full time

About Lingvano:

We are a pioneering company dedicated to breaking down language barriers and building bridges between Deaf and hearing individuals. Our mission is to create accessible sign language and Deaf culture lessons that empower users worldwide.

Role Overview

As we approach our 3 millionth learner milestone, we seek a highly skilled Community and Customer Support Specialist to lead our efforts in building a stronger and more satisfied community of learners. This role requires a passionate individual who is well-organized, detail-oriented, and committed to making a meaningful social impact.

Key Responsibilities:

  • Inbound Customer Support: Manage customer inquiries via email using Freshdesk, collaborating with other teams as needed to resolve issues efficiently.
  • Social Media Management: Proactively identify and respond to customer support topics on Facebook, Instagram, TikTok, and other platforms, while managing and growing our online communities, such as the Facebook group or Discord community.
  • User Engagement: Promote and amplify user-generated content to foster a sense of belonging and engagement within the community.
  • Documentation Enhancement: Improve internal and external customer support documentation, including FAQs and self-help guides.
  • Customer Satisfaction: Monitor and work to improve customer satisfaction metrics across various platforms, including App Stores, online communities, and other sources of online feedback.
  • Community Development: Stay up-to-date with the latest trends in community development and customer support to continuously improve our strategies.
  • Collaboration and Insights: Collaborate with cross-functional teams and contribute to the strategic development of customer support and community growth initiatives, offering insights and recommendations to senior management.

Requirements:

  • Familiarity with American Sign Language (ASL) and fluency in English.
  • Deep understanding of the Deaf community and culture.
  • Awareness of cultural sensitivities and nuances related to Deafness.
  • Proven experience in customer support and community moderation/management.
  • Familiarity with online support tools like Freshdesk or Zendesk.
  • Experience with social media platforms, community platforms, and project management tools.
  • Strong organizational, problem-solving, and communication skills.
  • Self-starter with a detail-oriented mindset.

Benefits:

  • Contribute to building a successful brand with a clear social impact.
  • Work alongside an international team of Deaf, hard of hearing, and hearing employees.
  • Choose your working hours within a flexible working scheme.
  • Use up to 10% of your weekly working time for personal and professional development.

Position Details:

  • This is a permanent, full-time position (40 hours per week).
  • The estimated salary range for this role is $45,000 - $60,000 per year, based on experience and qualifications.
  • We are looking for candidates based in the continental US.


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