Intersection is hiring a

Community Support Specialist

New York, United States

Who are we:

At Intersection, we are at the forefront of the smart cities revolution. Our mission is to improve daily life in cities and public spaces, with products that bridge the digital and physical worlds by delivering connectivity, information and content to enrich our everyday journeys and elevate the urban experience.

We pair our human-centered methodology with cutting-edge technology to design, develop, deliver, and maintain unique products and experiences in public space that deliver value to advertisers, cities, and consumers. Whether partnering with urban transit systems to revolutionize commuting and travel, with cities to transform how they connect with residents and visitors, or private developers to build unforgettable experiences in neighborhoods and districts, our solutions are scalable platforms on which our clients can build the future.

Intersection is backed by Alphabet through its urban technology company Sidewalk Labs.

 

What is the role?

As a Community Support Specialist, you will run all of LinkNYC’s customer support channels including email, phone, and social media. You will treat inquiries and feedback as you would a personal conversation, and as an opportunity to hear from the community and our users. You’re passionate about providing extraordinary customer service. You're as adept at communicating as you are at troubleshooting. You have a positive attitude, a sense of urgency, and genuinely enjoy making people happy.

Responsibilities:

  • Identify social media conversations that require response and route through the appropriate channels for resolution
  • Respond to each and every person with empathy while communicating simply and effectively
  • Address multiple efforts and demands with calm and attention to detail
  • Run daily operations for the LinkLocal program and improve processes
  • Analyze trends and share insights with Engineering, Marketing and Communications, Support, and Management teams
  • Assist with tier 1 (basic customer issues) support
  • Craft and maintain public messaging and documentation of policies
  • Facilitate the development of best-practices and features
  • Participate in on-call support rotation

Desired Skills & Experience:

  • 2-3 years of community management, customer service and/or support for a consumer product or service
  • Excellent interpersonal and communication skills
  • Outstanding collaboration skills
  • Highly motivated, and always looking to improve current processes
  • Strong organizational skills with an eye for detail
  • An interest in technology
  • Bonus points if you’re fluent in Spanish or multilingual

Intersection is an Equal Opportunity Employer

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Made by Marc Köhlbrugge