Location: New York,NY, USA
**Customer Support Associate (Contractor)**
at Radish Fiction New York Radish is an exciting mobile fiction platform for serialized storytelling. Our wide variety of stories are published and read in bite-sized installments optimized for the smartphone reader. Its the literary equivalent of addictive TV shows, right on your phone!
Radish currently has roots in New York, Los Angeles, and Seoul, with the team quickly growing in each city. Built to be both user and author-friendly, Radish strives to present the newest and brightest in entertaining, diverse serial fiction to readers, while also providing authors with innovative ways to build readerships and monetize their work. With $63 million in backing from Softbank and Kakao, Radish is revolutionizing the way stories are consumed and produced!
This role is heavily user-focused, and youll split your time between monitoring our social channels and Customer Support inbox. You will be responsible for providing top-notch customer service, aided by close collaboration with many of our internal partners.
***This is a contractor position***
**What Youll Do:**
* Oversee and maintain strong customer relationships by responding to reader inquiries in a timely manner
* Ensure your interactions and resolutions align with company SOPs (standard operating procedures)
* Suggest new inbox language and tags to provide nuanced reporting
* Be a detective. Youll dig into customer challenges, identify trends, then recommend and spearhead process and operational improvements
* Review reported content and objectively enforce Radish policies, as well as monitor in-app community activity, including Radish LIVE chats and comments
* Oversee off-platform community engagement, including Facebook fan pages
**What You Bring to Radish:**
* Open to flexible working hours - including 1 weekend day and some evening meetings with our team in Korea
* Strong written and verbal communication and interpersonal skills
* Ability to collaborate with remote teams to resolve issues quickly and effectively
* Detail-oriented and reliable; demonstrate an analytical approach to problem solving
* A passion for keeping online communities safe spaces and engaging; experience in online community moderation role preferred
* Ability to focus for long periods of time on queue-based work
* Highly tolerant of content that some people might find objectionable
* Expertise in customer support tools like Groove, Intercom, or Zendesk