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Periscope User Success Specialist
Ref No.: 18-09162
Location: San Francisco, California
Job Title: Periscope User Success Specialist
Job Company: Major Social Media
Job Location: San Francisco, CA
Job Duration: 6+ mos contract

Job Description:

As a User Success Specialist for Periscope, your primary tasks will include managing complex troubleshooting and safety email support queues, and assisting with social support on COMPANY.

This role will require responding to inquiries in a timely, effective and informative manner. You will also help review content against our policies, gather findings and feedback from the community, and work cross-functionally to resolve issues. Our community is at the heart of everything we do and this role is essential to ensure we hear our users and address their concerns. This role will start as a 6 month contract.

Job Responsibilities:
  • Respond to our community's email and social support inquiries in a thoughtful and timely manner
  • Triage incoming support inquiries and internal escalations to improve team efficiency
  • Identify, reproduce, and document high-impact bugs
  • Review and escalate Safety related inquiries
  • Follow and create documentation for technical and safety related workflows
  • Surface issues and feedback to help the team prioritize product improvements and changes

Desired Skills:
  • You care deeply about each individual in the Periscope community and are excited about advocating for the growth and success of the platform
  • You can communicate with users in a friendly, professional, and intelligent manner.
  • You excel in environments which require sound judgment and you are comfortable applying policies to a broad range of situations
  • You are skilled at succinctly and clearly explaining technical concepts to those who may not be as technically savvy
  • You have excellent communication skills and a positive attitude
  • You thrive in collaborative team settings and have experience working on a fast-paced support team
  • Flexibility and availability to work 40 hrs per week including weekends
  • Familiarity with JIRA, Desk.com, Service Cloud, or similar CRM platforms (preferred)
  • Fluency in secondary language (preferred), ideally : Turkish, Arabic, French, or Spanish
  • Familiarity with social media (preferred)

Education:
College degree or equivalent professional experience (preferred)