Community Engagement Specialist

About the role

The Community Engagement Specialist is the frontline voice of ALSO across digital communities, engaging riders and prospective customers on social platforms while providing support and resolving issues.

Key responsibilities

• Manage customer support interactions across email, voice, chat, and social media, ensuring timely and accurate responses.
• Own inquiries from initial contact through resolution, handling order updates, product information, and account needs.
• Maintain accurate records and case notes using Gorgias, Shopify, Jira, and Slack.
• Own the customer experience on Instagram, TikTok, YouTube, Reddit and other social channels, fostering an engaged community.
• Monitor social conversations, sentiment and trends, escalating high‑priority issues to internal teams.

Required profile

• 1–3 years of experience in customer success, support, community management or social media.
• Strong written communication skills and ability to explain complex policies clearly.
• Comfortable switching between public social replies and detailed support cases.
• Willingness to work from the Seattle office with occasional flexible hours.

Required skills

• Experience with Gorgias, Shopify, Jira, Confluence, Sprout Social, BrandWatch, Slack.

What we offer

• Salary $25–$27 per hour, visible.
• Robust health, dental and vision coverage (100% covered), FSA & HSA options.
• One Medical membership and dedicated insurance advocates.
• Rich fertility and family benefits with Progyny.
• Flexible time off and 401(k) match.