Associate, Community, Customer Service… at Global Citizen · New York

Summary: Global Citizen is a movement of engaged citizens committed to ending extreme poverty. The Associate will deliver high-quality customer service and community engagement while supporting rewards operations and ensuring a positive experience for Global Citizen members across various platforms and campaigns. Responsibilities: - Respond to member inquiries across platforms (e.g., Salesforce Service Cloud), ensuring timely, accurate, and helpful support - Support inquiries related to campaigns, events, platform usage, and rewards, across global audiences - Provide high-quality support in Japanese and English, ensuring culturally appropriate tone and clarity - Identify recurring user issues and collaborate with internal teams to improve FAQs, templates, and support documentation - Troubleshoot member challenges and escalate complex issues in coordination with Product, Loyalty, and Community teams - Monitor and respond to comments, messages, and interactions across Global Citizen’s social channels, including Japanese-language channels - Surface community insights, trends, and feedback to internal teams to inform campaigns and product improvements - Ensure all communications are culturally relevant and aligned with Global Citizen’s voice across different audiences - Support ticket transfers and rewards fulfillment, verifying eligibility, and ensuring compliance in coordination with partners and vendors - Assist in ensuring the timely and accurate delivery of rewards tied to campaigns and events - Conduct research to identify potential rewards and experiences aligned with key campaigns (e.g., Global Citizen Festival) - Support rewards inventory acquisition and tracking in collaboration with internal teams and external partners Required Qualifications: - Native or near-native Japanese, with fluent English (or the other way around) - Experience in community management and/or customer service, ideally across social or digital platforms - Familiarity with CRM or customer support tools (e.g., Salesforce or similar) - Strong understanding of Japanese culture and digital communities, with the ability to communicate appropriately across audiences - Organized and detail-oriented, with the ability to manage multiple workflows - Proactive and solutions-focused, with strong problem-solving skills - Must be authorized for employment in the United States Preferred Qualifications: - Experience with partnerships, outreach, or rewards programs is a plus Required Skills: Community management, Customer service, CRM tools, Salesforce, Partnerships, Rewards programs, Digital communities, Cultural communication, Japanese language, English language