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Community support specialist

  • Location:


  • Sector:

    Office Support, PR, Marketing & Digital

  • Job type:


  • Salary:

    £18 - £21.50 per hour

  • Contact:

    Shae Stacey-Parchment

  • Contact email:

  • Contact phone:

    219 758 4300

  • Job ref:


  • Published:

    about 1 month ago

  • Duration:

    12 months

  • Expiry date:


  • Startdate:


Augmented Reality Community Support Specialist
£18-£21.50 per hour (40hrs) 
London, work from home temporarily due to covid
12 month PAYE contract

This individual will work to improve the overall review experience for high profile Augmented Reality publishers and will be responsible for working cross-functionally with internal and external partners to help us build better relationships with them. We are seeking a team-oriented strategic thinker who can optimize processes, analyse and solve challenging problems whilst having outstanding customer service skills.

  • Be an expert on enforcing AR policies and being able to explain how to remedy problems effectively
  • Investigate reported escalations across multiple channels and respond to sensitive global partners inquiries
  • Communicate effectively with internal stakeholders who manage relationships with publishers as well as direct relationships with AR creators.
  • Gather, analyse and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements
  • Communicate results of analyses of the escalation process to the wider team
  • Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
  • The role will require tight coordination with global cross-functional teams including Public Policy, Legal, Community Operations and others to problem solve and develop solutions
  • Attention to details is necessary — Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
  • Utilize strategic tools, systems, and data to help the team analyse trends and deliver insights to define goals and improve processes

  • Strong communication skills, ability to talk to creators effectively, provide customer service
  • Ability to communicate policies effectively and professionally
  • Natural ability to prioritise tasks, good time management
  • Strong collaboration skills
  • Interest in Technology, ability to understand new technology