Community Operations - Customer support role at Reddit

📍 Job Overview

Job Title: Community Operations - Customer Support Role
Company: Reddit
Location: Remote - Ireland
Job Type: Full-Time
Category: Customer Support & Operations
Date Posted: 2025-06-11

🚀 Role Summary

Manage and resolve ticketed support requests from Reddit moderators efficiently and effectively.
Provide first-line support for non-technical issues raised by Reddit users.
Collaborate with cross-functional teams to enhance the moderator support experience.
Maintain comprehensive documentation of support interactions and resolutions.
Stay updated on platform changes and community guidelines to provide accurate support.

📝 Enhancement Note: This role requires a strong understanding of Reddit's platform and community dynamics, as well as excellent communication and analytical skills to troubleshoot issues effectively.

💻 Primary Responsibilities

Ticket Management: Handle and resolve ticketed support requests from moderators promptly and effectively.
User Support: Provide first-line support for non-technical issues raised by Reddit users.
Issue Escalation: Escalate complex issues to appropriate teams and follow up to ensure resolution.
Process Improvement: Collaborate with cross-functional teams to identify and implement improvements in moderator support processes.
Documentation: Maintain comprehensive documentation of support interactions and resolutions.
Platform Knowledge: Stay updated on platform changes and community guidelines to provide accurate support.

📝 Enhancement Note: This role requires strong organizational skills to manage ticketed support requests and maintain up-to-date documentation. Additionally, candidates should be comfortable working in a fast-paced environment and adaptable to changes in platform and guidelines.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field or equivalent experience is preferred.

Experience: Previous experience as a moderator on Reddit is required. Proven experience in providing first-line support in a customer service environment is also essential.

Required Skills:

Excellent verbal and written communication skills in English.
Strong analytical skills with the ability to troubleshoot issues effectively.
Experience working in a team-oriented environment and collaborating with cross-functional teams.
Familiarity with Zendesk or similar ticketing systems.

Preferred Skills:

Knowledge of Reddit's platform and community dynamics.
Fluency in English and at least one additional European language (French, Italian, Spanish, or German).
Previous experience in customer support or community management roles.

📝 Enhancement Note: Candidates with previous experience as a moderator on Reddit and knowledge of the platform's community dynamics will have a significant advantage in this role. Additionally, fluency in multiple languages can be beneficial for supporting a diverse user base.

📊 Web Portfolio & Project Requirements

Ticket Management Portfolio: Prepare examples of how you have managed and resolved ticketed support requests in previous roles. Highlight your ability to handle complex issues and escalate them when necessary.
User Support Portfolio: Provide examples of how you have provided first-line support to users in non-technical areas. Demonstrate your ability to communicate effectively and resolve issues promptly.
Process Improvement Portfolio: Include examples of how you have collaborated with cross-functional teams to identify and implement improvements in support processes. Highlight your ability to work collaboratively and drive change.

📝 Enhancement Note: As this role does not require a traditional web portfolio, focus on creating a portfolio that showcases your customer support and community management skills. Include examples of how you have handled complex issues, provided excellent customer service, and driven process improvements.

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (Based on market research for customer support roles in Ireland with Reddit's size and experience level requirements)

Benefits:

Health, dental, and vision insurance
401(k) matching
Flexible work hours and remote work options
Generous vacation and paid time off policies
Employee stock options
Professional development opportunities

Working Hours: Full-time, 40 hours per week, with flexible scheduling to accommodate user needs and time zones.

📝 Enhancement Note: The salary range provided is an estimate based on market research for customer support roles in Ireland. Reddit may offer a different salary range based on the candidate's experience and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: Reddit is a technology company focused on building communities and facilitating open and authentic conversations online.

Company Size: Reddit has over 1,500 employees and is headquartered in San Francisco, California, with offices in Dublin, Ireland, and other locations worldwide. The company's size allows for significant resources and opportunities for growth, but also maintains a startup-like culture with a focus on agility and innovation.

Founded: Reddit was founded in 2005 and has since grown to become one of the largest sources of information on the internet, with over 100,000 active communities and approximately 101M daily active unique visitors.

Team Structure:

The Community Operations team is responsible for managing user support, content moderation, and platform policy enforcement.
The team is structured with dedicated support specialists, team leads, and managers, as well as cross-functional collaboration with other teams such as Engineering, Product, and Legal.
The team works closely with moderators, who are volunteer community leaders responsible for managing individual subreddits.

Development Methodology:

Reddit follows an Agile development methodology, with a focus on continuous improvement and iteration.
The company values user feedback and community input in its decision-making processes.
Reddit's platform is built on a scalable and robust infrastructure, with a focus on performance, reliability, and security.

Company Website: redditinc.com

📝 Enhancement Note: Reddit's company culture is built on shared interests, passion, and trust, with a focus on open and authentic conversations. The company values user feedback and community input, and fosters a collaborative and innovative work environment.

📈 Career & Growth Analysis

Role Level: The Community Support Specialist role is an entry-level to mid-level position within the Community Operations team. The role offers opportunities for growth and career progression within the team and across the company.

Reporting Structure: The Community Support Specialist reports directly to a Team Lead within the Community Operations team. The team is structured with dedicated support specialists, team leads, and managers, providing opportunities for mentorship and guidance.

Technical Impact: The Community Support Specialist plays a crucial role in maintaining user satisfaction and platform trust by providing excellent customer support and resolving user issues promptly and effectively. The role also contributes to platform improvements by identifying trends, providing user feedback, and collaborating with cross-functional teams to drive change.

Growth Opportunities:

Team Lead: With experience and strong performance, Community Support Specialists may have the opportunity to progress to a Team Lead role, overseeing a team of support specialists and driving team-wide initiatives.
Cross-functional Roles: Community Support Specialists may also have the opportunity to transition to other roles within the company, such as Content Moderation, Policy Enforcement, or even Product Management, depending on their interests and skills.

📝 Enhancement Note: Reddit offers significant opportunities for career growth and development within the company. The Community Support Specialist role is an excellent entry point for candidates interested in building a career in customer support, community management, or even transitioning to other roles within the technology industry.

🌐 Work Environment

Office Type: Reddit's work environment is primarily remote, with flexible work-from-home options and a focus on results-driven productivity.

Office Location(s): Reddit has offices in San Francisco, California, and Dublin, Ireland. However, the Community Support Specialist role is remote-friendly and can be performed from anywhere in Ireland.

Workspace Context:

Remote Work: As a remote-friendly role, the Community Support Specialist can work from anywhere with a stable internet connection. This allows for a flexible work-life balance and the ability to work from various locations.
Collaboration Tools: Reddit uses collaboration tools such as Slack, Google Workspace, and Jira to facilitate communication and collaboration among team members.
User Interaction: The Community Support Specialist will interact with users and moderators primarily through Reddit's ticketing system and other communication channels, such as email and chat.

Work Schedule: The Community Support Specialist role operates on a full-time basis, with a 40-hour workweek. The role may require flexible scheduling to accommodate user needs and time zones, as well as occasional weekend or evening work to provide 24/7 support coverage.

📝 Enhancement Note: Reddit's remote-friendly work environment offers candidates the flexibility to work from anywhere in Ireland, with a focus on results-driven productivity and work-life balance. The company provides the necessary collaboration tools and resources to facilitate effective communication and collaboration among team members.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss your experience, qualifications, and fit for the role.
Technical Assessment: A hands-on assessment of your customer support and community management skills, focusing on ticket management, user support, and process improvement.
Behavioral Interview: An in-depth discussion of your past experiences, problem-solving skills, and cultural fit with Reddit's values and work environment.
Final Interview: A meeting with the hiring manager or a panel of team members to discuss your qualifications, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

Ticket Management: Highlight your ability to manage and resolve ticketed support requests efficiently and effectively. Include examples of complex issues you've handled and how you escalated them when necessary.
User Support: Showcase your ability to provide excellent customer support and resolve user issues promptly and effectively. Include examples of how you've gone above and beyond to satisfy users and maintain platform trust.
Process Improvement: Demonstrate your ability to collaborate with cross-functional teams to identify and implement improvements in support processes. Highlight your ability to drive change and contribute to platform enhancements.

Technical Challenge Preparation:

Ticket Management: Familiarize yourself with Reddit's ticketing system and practice managing and resolving ticketed support requests. Focus on handling complex issues and escalating them when necessary.
User Support: Brush up on your communication skills and practice providing excellent customer support in non-technical areas. Focus on resolving issues promptly and effectively, and maintaining user satisfaction.
Process Improvement: Research Reddit's platform and community dynamics, and brainstorm ideas for improving the moderator support experience. Prepare to discuss your ideas with the interview panel and explain how you would implement them.

ATS Keywords: Customer Support, Community Management, Ticket Management, User Support, Process Improvement, Zendesk, Reddit, Agile, Collaboration, Remote Work, Ireland

📝 Enhancement Note: Reddit's interview process is designed to assess your customer support and community management skills, as well as your cultural fit with the company's values and work environment. Prepare for the interview by researching Reddit's platform, community dynamics, and customer support best practices. Additionally, brush up on your communication skills and be ready to discuss your past experiences and problem-solving strategies.

🛠 Technology Stack & Web Infrastructure

Ticketing System: Reddit uses Zendesk as its primary ticketing system for managing and tracking user support requests.

Communication Tools: Reddit uses Slack for internal communication and collaboration, as well as email and chat for user interaction.

Collaboration Tools: Reddit uses Google Workspace for document creation, editing, and sharing, as well as Jira for project management and task tracking.

📝 Enhancement Note: As a customer support role, the Community Support Specialist does not require a deep understanding of web development or server administration technologies. However, familiarity with Reddit's ticketing system and communication tools is essential for success in the role.

👥 Team Culture & Values

Customer Support Values:

User-Centric: Reddit prioritizes user satisfaction and platform trust above all else. The company values user feedback and community input in its decision-making processes.
Responsive: Reddit strives to provide prompt and effective customer support, with a focus on resolving user issues as quickly and efficiently as possible.
Collaborative: Reddit fosters a collaborative and innovative work environment, with a focus on cross-functional teamwork and continuous improvement.
Adaptable: Reddit's platform and community dynamics are constantly evolving, requiring the company to remain adaptable and responsive to change.

Collaboration Style:

Cross-Functional: Reddit encourages collaboration and communication among team members, with a focus on driving change and improving the user experience.
Agile: Reddit follows an Agile development methodology, with a focus on continuous improvement and iteration.
User-Focused: Reddit prioritizes user satisfaction and platform trust above all else, with a focus on providing excellent customer support and maintaining user satisfaction.

📝 Enhancement Note: Reddit's customer support values are built on a foundation of user-centricity, responsiveness, collaboration, and adaptability. The company fosters a collaborative and innovative work environment, with a focus on cross-functional teamwork and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Ticket Volume: Reddit receives a high volume of user support requests, requiring the Community Support Specialist to manage and resolve tickets efficiently and effectively.
Complex Issues: Reddit's platform and community dynamics are constantly evolving, presenting the Community Support Specialist with complex and unique challenges.
User Expectations: Reddit's users have high expectations for customer support and platform performance, requiring the Community Support Specialist to maintain a high standard of service and support.

Learning & Development Opportunities:

Customer Support: Reddit offers opportunities for professional development and growth in the customer support and community management fields.
Cross-Functional Roles: Community Support Specialists may have the opportunity to transition to other roles within the company, such as Content Moderation, Policy Enforcement, or even Product Management.
Platform Knowledge: Reddit provides extensive training and resources to help Community Support Specialists develop a deep understanding of the platform and community dynamics.

📝 Enhancement Note: Reddit's technical challenges require the Community Support Specialist to manage and resolve a high volume of user support requests, handle complex and unique issues, and maintain a high standard of customer support. The role offers significant opportunities for learning and development, both within the customer support and community management fields and across the company.

💡 Interview Preparation

Technical Questions:

Ticket Management: Describe your experience managing and resolving ticketed support requests. Provide examples of complex issues you've handled and how you escalated them when necessary.
User Support: Discuss your approach to providing excellent customer support in non-technical areas. Provide examples of how you've gone above and beyond to satisfy users and maintain platform trust.
Process Improvement: Explain your approach to identifying and implementing improvements in support processes. Provide examples of how you've driven change and contributed to platform enhancements.

Company & Culture Questions:

User-Centricity: Describe your understanding of Reddit's user-centric approach to customer support and platform development. Provide examples of how you've prioritized user satisfaction and platform trust in your past experiences.
Agile Methodology: Explain your experience with Agile development methodologies and how you've applied them in your past roles. Discuss how you would use Agile principles to drive change and improve the user experience at Reddit.
Community Dynamics: Describe your understanding of Reddit's community dynamics and how you would use that knowledge to provide excellent customer support and maintain platform trust.

Portfolio Presentation Strategy:

Ticket Management: Present examples of how you've managed and resolved ticketed support requests efficiently and effectively. Highlight your ability to handle complex issues and escalate them when necessary.
User Support: Showcase your ability to provide excellent customer support in non-technical areas. Include examples of how you've gone above and beyond to satisfy users and maintain platform trust.
Process Improvement: Demonstrate your ability to collaborate with cross-functional teams to identify and implement improvements in support processes. Highlight your ability to drive change and contribute to platform enhancements.

📝 Enhancement Note: Reddit's interview process focuses on assessing your customer support and community management skills, as well as your cultural fit with the company's values and work environment. Prepare for the interview by researching Reddit's platform, community dynamics, and customer support best practices. Additionally, brush up on your communication skills and be ready to discuss your past experiences and problem-solving strategies.

📌 Application Steps

To apply for this Community Operations - Customer Support Role at Reddit:

Submit Your Application: Visit the Reddit Jobs page and submit your application through the application link provided.
Tailor Your Resume: Highlight your relevant experience in customer support, community management, and ticket management. Include specific examples of how you've handled complex issues, provided excellent customer support, and driven process improvements.
Prepare Your Portfolio: Showcase your customer support and community management skills by including examples of how you've handled ticketed support requests, provided excellent user support, and driven process improvements. Tailor your portfolio to Reddit's platform and community dynamics.
Research Reddit: Familiarize yourself with Reddit's platform, community dynamics, and customer support best practices. Prepare for the interview by brushing up on your communication skills and being ready to discuss your past experiences and problem-solving strategies.
Practice Interview Questions: Review the technical and company-specific interview questions provided and practice your responses. Focus on providing concise and effective answers that demonstrate your customer support and community management skills, as well as your cultural fit with Reddit's values and work environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Reddit before making application decisions.

Community Operations - Customer support role