We are sharing a full-time opportunity for an experienced Community Manager with strong expertise in customer support, conflict de-escalation, ticket management, remote collaboration, and community engagement to support a dynamic customer-facing environment.
Selected professionals will manage customer inquiries and support tickets, resolve conflicts, monitor community activity, and help maintain a positive and responsive user experience. The role is well suited to professionals who are organised, adaptable, solution-oriented, and comfortable working independently in a fully remote setting.
Key Responsibilities
Customer Support & Inquiry Management
- Respond promptly to customer questions and complaints across multiple channels
- Provide clear, accurate, and helpful support throughout each interaction
- Handle routine and complex inquiries with professionalism
- Maintain a customer-focused approach during high-volume periods
- Ensure follow-up actions are completed in a timely manner
Ticket Management & Resolution
- Manage customer-support tickets independently from intake through resolution
- Prioritise cases according to urgency and impact
- Maintain accurate ticket histories and interaction records
- Use support tools and ticket-management systems efficiently
- Escalate issues appropriately when additional support is required
Conflict De-escalation & Issue Handling
- De-escalate difficult or emotionally charged customer interactions
- Apply calm, solution-focused communication during disputes
- Identify the underlying issue and work toward practical resolutions
- Manage sensitive situations while maintaining professionalism
- Help turn challenging interactions into constructive customer experiences
Community Monitoring & Engagement
- Monitor community activity for emerging issues and engagement opportunities
- Identify recurring concerns, trends, or support needs
- Encourage a positive, inclusive, and respectful community environment
- Apply appropriate moderation and community-management practices
- Support initiatives that improve participation and overall community experience
Internal Collaboration & Documentation
- Collaborate with internal teams to resolve customer and community issues
- Share recurring feedback and user concerns with relevant stakeholders
- Maintain clear documentation of community interactions and support outcomes
- Contribute observations that may improve customer-support processes
- Support continuous improvement across remote community operations
Ideal Profile
- Demonstrated experience in customer support, community management, or a closely related role
- Strong conflict de-escalation and crisis-management skills
- Experience handling customer complaints and difficult interactions
- Proficiency with ticket-management systems and customer-support tools
- Strong organisational and time-management skills
- Ability to prioritise multiple issues effectively
- Comfortable working independently in a fully remote environment
- Excellent written and verbal communication skills
- Energetic, resourceful, and solution-oriented approach
- Strong commitment to delivering positive customer experiences
- Experience maintaining accurate support and interaction documentation
- Prior experience working with distributed or remote teams is advantageous
- Familiarity with online community platforms and moderation practices is beneficial
- Experience using data or community insights to improve engagement is valuable
Engagement Details
- Full-time engagement
- Fully remote
- Compensation: $15–$20/hour
- Work will involve customer support, community management, ticket resolution, conflict de-escalation, and community monitoring
- Responsibilities may span multiple customer-support channels and community platforms
- Strong written communication and independent problem-solving are central to this role
- Collaboration with internal teams will be required to address customer needs and recurring issues
- Accurate documentation of tickets, interactions, and resolutions is expected
- Community-management priorities and support volumes may evolve depending on business needs
- Prior experience in remote or distributed work environments is particularly useful
- Work must be completed without using confidential or proprietary information belonging to any employer, client, institution, organisation, or other third party
About the Platform
This opportunity is available through 24-MAG LLC. We connect experienced professionals with remote consulting opportunities across technical, evaluation, and project-based workstreams.
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