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Community Support Specialist


Employer: Who Gives A Crap
Work Type/s: Full Time
Classification/s: Administration, Communications & Marketing, Environment & Sustainability, Retail & Hospitality, Green Products & Services
Sector/s: Social Enterprise, Business/Private Sector
Location: Melbourne

Job posted on: 05 August, 2019.
Applications close: No Deadline – please apply as soon as possible

Want to challenge yourself at a high-growth startup AND make a difference in the world?

A bit about us:

Who Gives a Crap sells beautiful, forest friendly toilet paper, paper towels and tissues and we donate 50% of our profits to help build toilets for those in need. As much as we love toilet paper, the reason we’re in business is the impact we’re having on the world—to date we’ve donated over $2,500,000 to our charity partners to fund sanitation projects in developing countries, and with your help we’re hoping to grow our impact 10-fold in the next couple of years..

We're one of the fastest growing ecommerce businesses in Australia, and are now wiping bums across the US and UK markets, with super stretchy growth targets for this year and beyond. We currently have a team of about 60 people working out of “hubs” Melbourne, Manilla, Los Angeles and Hong Kong. We’re never happy with the status quo, though, so we’re planning to double or triple our team in the next year, and we won’t stop growing until everyone in the world has access to a toilet. So... that’s where you come in!

A bit about the role:

As our Community Support Specialist you’ll play a key role in supporting, engaging and educating customers and consumers. Reporting into our Head of CX, you’ll set the standard in delivering top notch customer support through public facing channels, both organic and paid. You'll be our first official person in this role and you'll play a pivotal role in potentially growing out a small team of passionate folks supporting our customers across Australia, US and the UK (and who knows where next!),

You won’t be an island though, think of yourself as part of a global tribe. You’ll collaborate super closely with our LA based Social Media and Community Manager who leads our organic content and our Customer Happiness Team in the Philippines.

You’ll be adding eyes, ears and lips (we’d say nose too, but smell-o-vision doesn’t exist.. yet) to Facebook, Instagram, Twitter, product review sites and any other online forums where Who Gives A Crap is a discussion topic, not just a question. You’ll establish and ramp up how we contribute to discussions, solve problems and uncover insights from public discussions.

You’ll become our resident expert in the tricky subjects our customers care deeply about, including production and sourcing, environmental impact, conscious consumerism and social movements like Zero Waste and Plastic Free. You’ll also take ownership of capturing all this information in terms anyone can understand, making it accessible to our internal teams and building better customer facing communications and resources..

If you worked here this past month here are some things you might have been involved in:

  • Supported a particularly passionate customer on the other side of the world via Sprout Social and shared their glowing response to your friendly and personal approach via our #customerloveletters slack channel.
  • Played a super important part in building an epic Melbourne Hub toilet paper wall in time for an office photoshoot & press piece
  • Collaborated with our Social Media & Community Manager to ensure we’re systematically capturing useful data uncovers insights into what content is and isn’t resonating with our audience
  • Wrote a new FAQ for our website which captures the story of our efforts to ditch single use plastic forever
  • Fell into a serious google vortex researching elemental free chlorine, not only becoming a mini expert but capturing and sharing useful information back to our teams in an engaging and super clear way (emojis and gifs encouraged!)
  • Established a strategy for ensuring we’re monitoring and engaging with public product review sites to start conversations, solve problems quickly and improve our overall rating scores
  • Helped a member of our Customer Happiness Team with some particularly tricky and technical questions around FSC certification, looping in our Head of Production to ensure information is accurate and up to date, and capturing this all into some useful customer comms while you’re there!
  • Joined a Creative brainstorming session for our upcoming Earth Day campaign, bringing your social listening and customer driven lens to drive engagement and reach new audiences

Let’s talk about you

You understand that there’s nothing quite like real life experience and you’ll benefit from having engaged with customers and communities across email and social platforms, ideally for a similar direct to consumer brand.

You’re a curious cat, or dog?

Let’s face it, you’ve probably already googled ‘elemental free chlorine’ and could blast us with a few fun facts about it. You may not have all the answers, but you know how to work a boolean search to get just the right information you need. And you don’t stop there, you take the time to capture knowledge, assess who else might benefit from being in the know, and share it in an engaging and easy to digest way.

You’re a really good (social) listener

You’re obsessed with keeping on top of the latest social conversations and you know where to find the right forums. You’ve actively sought out forums, groups and pages that allow you to pull insights and trends from the discussions your customers are engaging in. Turns out people want bidets? Cool! Tell us about it and we’ll start douching.

You've got the sixth sense

Jumping into the deep end of community management can be scary! But lucky for you, your sixth sense tells you when it's important that the brand should be joining in to tricky conversations and when it's smarter to leave them be. Knowing how to prioritise the important stuff (like order issues, FAQs, and general concerns) but still encourage the positives with fun GIFs and heart reacts. Your written communication is so delightful and warm you’re pretty much the human personification of a smore. Plus, you can speak in the Who Gives A Crap voice so well, uoy nac od ti sdrawkcab!

You like your knowledge where you can see it

FAQs, knowledge banks, templates and saved replies - woah, it’s a jungle out there. You know the importance of maintaining a source of truth and you love capturing, evolving and sharing information in a way that empowers and enables others. You’re leading the charge in understanding, capturing and sharing the stuff our customers really want to know.

You’re a master collaborator

You don’t consider yourself an island and you believe that success lies in a team effort. You’re comfortable and skilled at collaborating cross-functionally to ensure knowledge sharing, transparency and accountability.

You <3 people (and we mean all people)

You love people so much that even when they’re throwing stones from glass houses, you can still assume positive intent and respond with a smile on your face. You’ve got a pretty thick skin and although you want everyone to love the brand as much as we do, you know how to engage in a way that leaves Who Gives A Crap in a positive light, even if it means stepping away from the debate. In short, you don’t respond for respondings sake and you see every opportunity to engage with a customer as a platform to schmooze them (but in a totally non-schmoozy way?) and get more people wiping with our TP.

You give a crap

Yep. We’re all here because we genuinely want to make the world a better place with our work, and we want you to want that too! Awwww.

Why you should work with us

Every minute you spend working with us, you’re making a difference. The more we grow, the bigger an impact we’ll have. Sell your soul no longer! We think that’s a pretty great perk, but we don’t stop there…

If you have a great idea, we’ll do everything we can to make it happen. This is the kind of role that will be hard to find anywhere else: you’ll work with an incredible bunch of passionate people to grow a fast-paced startup at a crucial point in its trajectory.

The job is also amazingly flexible, something we’re working hard to hold onto even as we grow super quickly. We started the business remotely, and now have hubs in 4 cities around the world. While the Melbourne team spends a few days of the week together in our coworking space in Collingwood, you can also mix it up and work in your PJs from home or set up office at the beach, up to you! And while we don’t have a Friday drinks cart (yet), you will get free toilet paper. A lot of it. And nothing beats that.

Lastly, you get to say the word ‘crap’ more than in any other job. Guaranteed.

Salary

This depends on your experience but just because we’re a social enterprise doesn’t mean you’ll get paid peanuts. Think chocolate covered macadamia nuts with some extra perks thrown in. In other words, we pay competitively and are determined to make this the best job you'll ever have – you won’t ever want to leave!

On top of the normal perks like annual leave, we also provide flexibility to take extra unpaid leave or travel while working, we provide a health insurance stipend, generous parental leave, training and development budget and a whole lot of other stuff. And did we mention the free toilet paper?

How to apply for this job

Head over here to apply: https://grnh.se/23892bbe2.