Community Support Specialist (Skool)

Community Support Specialist (Skool).

Role Overview:
- You will be the first person members hear from.
- Embedded with a fast-growing client team, you will monitor their Skool community and other platforms in real time.
- You will answer questions quickly and warmly, and make sure every member feels seen and supported.
- We are hiring several specialists to build 24/7 coverage across time zones.
- You will also work alongside a growing set of AI automations.
- The gaps, edge cases, and recurring questions you flag will directly shape what gets automated next.
- This is a long-term, full-time placement.
- The bar is high, expectations are clear, and you will have dedicated coaching and ongoing training behind you.

Represent the community, in writing and on camera:
- Reply to DMs and posts in a voice that is clear, warm, and human, never robotic.
- Host and join live member calls when needed.
- You should be comfortable on camera with customers and composed under pressure.
- Uphold the community’s tone and standards in every interaction.

Respond fast and resolve on first touch:
- Monitor member messages, DMs, and posts in real time throughout your shift.
- Respond within 5 minutes using approved templates and SOP workflows.
- Resolve FAQ-type questions on first contact, including billing, access, content location, and event schedules.
- For anything outside the SOP, acknowledge the member right away and escalate through the defined process.

Keep the community healthy and engaged:
- Engage with member posts using encouraging templated replies that reinforce the “Give, Don’t Take” culture.
- Flag guideline violations to your lead, with a screenshot and a recommended action.
- Spot standout contributions, such as wins, valuable advice, and detailed case studies, and nominate them for weekly spotlights.
- Track sentiment and raise emerging complaints or negative trends early.

Spot and route sales opportunities:
- Flag interactions that signal upsell interest and escalate them to the right lead immediately.
- Examples include questions about the Premium tier, requests for more access, interest in additional services, and referrals.
- Log each one with context: who it was, what they said, their current tier, and your read on their intent.
- You will not sell or make promises; your job is to spot opportunities and route them.

Requirements:
- 1–2 years in community management, customer support, or member services.
- Hands-on experience with Skool.
- A process-driven approach: you follow SOPs end to end without skipping steps or making assumptions, and you document everything.
- Strong spoken and written English for live calls and real-time chat.
- Comfort in a fast-moving environment where processes are still being built and refined.
- C1+ English Proficiency.
- Reliable internet and a quiet, distraction-free workspace.
- Availability Monday–Friday for 8 AM–5 PM EST or 4 PM–12 AM EST shifts.

Nice to have:
- Experience with Discord, Facebook Groups, or Circle.
- Experience with support tools such as HubSpot, Gorgias, Zendesk, or Intercom.
- Day-to-day use of AI tools such as ChatGPT, Claude, or Gemini.

Benefits:
- Competitive salary plus monthly profit sharing.
- Paid US holidays and paid wellness days.
- Health and wellness allowance.
- Long-term placement with a real path to growth.
- Ongoing training in AI and community support.
- A dedicated success coach.

Location: Remote - Argentina, Belize, Bolivia, Brazil, Chile, Colombia, Costa Rica, Cuba, Dominican Republic, Ecuador, El Salvador, Guatemala, Guyana, Haiti, Honduras, Jamaica, Mexico, Nicaragua, Panama, Paraguay, Peru, Suriname, Trinidad and Tobago, Uruguay, Venezuela, Philippines

Skills required for this job:

• Artificial intelligence tools
• Community management
• Customer support
• Discord
• Facebook platform
• Gorgias
• HubSpot
• Intercom
• Membership management
• Skool
• Zendesk