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Full Details of Job Post
Wattpad is a global multiplatform entertainment company whose vision is to entertain and connect the world through stories. Since 2006, we’ve been on a mission to use the power of community and technology to unleash the full potential of stories to the world. Every month 85 million people around the world spend over 23 billion minutes on Wattpad to share and discover stories they can’t find anywhere else. Our brand banner includes: Wattpad, Wattpad WEBTOON Studios, Wattpad Books and Wattpad Brand Partnerships. We’re proudly based in Toronto, but our reach is global. Come build the future of entertainment and storytelling, and write your next chapter with us!
The Sr. Community Operations Associate will work with our community support team on user inquiries and reports, and user support systems improvements. You must be detail-oriented, tech-savvy, and self-motivated.
This is a 6-month full-time, temporary role
Responsibilities
Build strong relationships with Wattpad community members and resolve their questions through our official support channels.
Respond to incoming user inquiries, complaints, feedback, and reports; handle escalated support inquiries regarding app events, creator support, and troubleshooting technical issues
Support the team in managing changes in workflows and procedures – update macros, triggers, and automations
Stay up to date on new site features and improvements; work with other departments to track and resolve bugs and other technical issues
Work with Brand Safety team to resolve escalated issues and help build protocols on user safety operations
Contribute to site and content policy development and discussions
Requirements
3-5 years' experience in community or user support. Must have admin experience with Zendesk.
Technically savvy and able to quickly learn new systems.
Strong proficiency with technology and online project management systems: Google Workspace, MS Office, Airtable
Proficiency in Excel and/or SQL, and experience preparing reports a plus
Ability to understand and analyze complex cases
Must have experience working with multicultural company
$60,000 - $75,000 a year
Wattpad is conducting all interviews in a distributed manner using applicable third party software where needed and using visual interface tools such as Google Hangouts and Zoom.
About Wattpad
Who are we? Entrepreneurs and Do-ers. Our vision is to entertain and connect the world through stories, and our mission is to use the power of community and technology to unleash the full potential of stories to the world.
What does that mean? We are visionaries, community builders, passionate problem solvers, storytellers, coffee snobs (tea drinkers, too!), curious by nature, and culturally diverse.
What are we obsessed with? Our users. Solving complex problems and maximizing flow. Learning constantly. Building the next great storytelling product. Finding the greatest stories ever told. Dogs (and cats), coffee, and good snacks.
How do we work? Autonomously, collaboratively, respectfully. Balancing with work, family, and play...and all while having a great time.
Wattpad is a remote friendly company and encourages remote candidates to apply as long as they are located and authorized to work in either the US or Canada (excluding Quebec) as a precondition of employment. We are not able to sponsor applicants for work permits.
If you happen to live near the areas of either Toronto, Ontario or Halifax, Nova Scotia, you may also have the opportunity to work from our beautiful offices - 1 located in Downtown Toronto and the other in Halifax.
Culture and Diversity
Wattpad is an equal opportunity employer. We do not discriminate. Period.
Wattpad welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We have taken a leadership position on creating a culture and an organization that truly values diversity. We are committed to fostering a global team that reflects the diversity of the Wattpad community. At Wattpad, we believe cultural fit doesn’t mean culturally identical, and diversity of thought helps us to challenge one another to think big and think differently. We consider employment applicants without regard to age, race, colour, national origin, citizenship, religion, creed, sex, sexual orientation, veteran status, marital status, disability status or any other protected status.
If you have any special needs or accessibility requirements, please let us know. We will do our utmost to accommodate, in accordance with applicable local legislation.
Don’t meet all the requirements? Studies show women and people of colour are less likely to apply to jobs if they do not meet all the qualifications. Therefore, in an effort to build a more diverse workplace, we encourage you to apply anyways. You might actually be the right person or you may be a good fit for a number of other openings we currently have.