Community Support Manager at Who Gives A Crap

Customer Experience, Melbourne? LA? melbourne support
Description
Posted 21 days ago

Oh, hi! 

Do you want to challenge yourself at a high-growth startup AND make a difference in the world?

A bit about us:

Hi, we’re Who Gives A Crap! We make eco-friendly toilet paper (as well as tissues and paper towels) and donate 50% of our profits to help build toilets for the 2 billion people in need.

We love doing good, and we happen to be exceptionally good at it too! To date, we’ve donated over AUD$8.3 million (roughly USD$5.9 million) to fund sanitation projects around the globe. We’ve grown quickly – selling directly to customers across three continents and have established a strong B2B business in Australia that’s expanding to the UK and US. 

Our team is made up of over 100 amazing humans working out of Melbourne, Los Angeles, China, and Manila. We’re working hard to reach our ambitious goals and diversify our product range to ensure we can have the greatest impact possible – both for the planet and its people. With your help, we’re hoping to increase our annual donation 10-fold in the next couple of years and continue to make the most beautiful, eco-friendly goods around.

A bit about the role:

As our Community Support Manager you’ll play a key role in supporting and growing our digital customer community. Reporting into our Head of Customer Experience, you’ll set the standard in delivering top notch customer support through public facing channels, both organic and paid. 

You won’t be an island though, think of yourself as part of a global tribe. You’ll collaborate super closely with our Content Team Lead (currently hiring for!), directly lead our Melbourne based Community Support guru, and partner with our Customer Happiness Team in the Philippines. 

You’ll be adding eyes, ears and lips (we’d say nose too, but smell-o-vision doesn’t exist.. yet) to Facebook, Instagram, Twitter, product review sites and any other online forums where Who Gives A Crap is a discussion topic, not just a question.  You’ll establish and ramp up how we contribute to discussions, solve problems and learn from conversations with customers and consumers. You’ll wrap all that knowledge up into powerful, easy to understand and insightful learnings that help us to wipe millions of bums world wide! 

You’ll become our resident expert in the tricky subjects our customers care deeply about, including production and sourcing, environmental impact, conscious consumerism and social movements like Zero Waste and Plastic Free. You’ll also take ownership of capturing all this information in terms anyone can understand, making it accessible to our internal teams and building better customer facing communications and resources. 

While we’re hiring this role for our Los Angeles and Melbourne hubs, we still want to hear from you if you’re up for dedicating yourself to the PST timezone from afar. 

If you worked here this past month here are some things you might have been involved in:

  • Supported a particularly passionate customer on the other side of the world via Sprout Social and shared their glowing response to your friendly and personal approach via our #customerloveletters slack channel. 
  • Met your Melbourne peers at Flinders Street station to try and time a team photo riiiight at the moment that our amazing TWO billboards were on show. Spoiler alert, we nailed it. 
  • Collaborated with our Creative & Brand team to ensure we’re systematically capturing useful data uncovers insights into what content is and isn’t resonating with our audience
  • Fell into a serious google vortex researching elemental free chlorine, not only becoming a mini expert but capturing and sharing useful information back to our teams in an engaging and super clear way (emojis and gifs encouraged!)
  • Established a strategy for ensuring we’re monitoring and engaging with public product review sites to start conversations, solve problems quickly and improve our overall rating scores
  • Helped a member of our Customer Happiness Team with some particularly tricky and technical questions around FSC certification, looping in our Head of Production to ensure information is accurate and up to date, and capturing this all into some useful customer comms while you’re there!
  • Joined a Creative brainstorming session for our Earth Day campaign, bringing your social listening and customer driven lens to drive engagement and reach new audiences

Let’s talk about you

You’re a curious cat, or dog?

Let’s face it, you’ve probably already googled ‘elemental free chlorine’ and could blast us with a few fun facts about it. You may not have all the answers, but you know how to work a boolean search to get just the right information you need. And you don’t stop there, you take the time to capture knowledge, assess who else might benefit from being in the know, and share it in an engaging and easy to digest way. 

You’re a really good (social) listener

You’re obsessed with keeping on top of the latest social conversations and you know where to find the right forums. You’ve actively sought out forums, groups and pages that allow you to pull insights and trends from the discussions your customers are engaging in. Turns out people want bidets? Cool! Tell us about it and we’ll start douching.

You know that knowledge = power

FAQ’s, knowledge banks, templates and saved replies - woah, it’s a jungle out there. You know the importance of maintaining a source of truth and you love capturing, evolving and sharing information in a way that empowers and enables others. You’re leading the charge in understanding, capturing and sharing the stuff our customers really want to know.

You’re a roll model (pun intended!)

You are comfortable and skilled at leading to ensure everyone is engaged, effective and growing. You’re a natural connector and are able to bring cross functional groups together to elevate outcomes. Your crystal ball vision helps you stay a few steps ahead and you proactively seek to fill gaps in your knowledge to understand what might lie ahead..

You <3 people (and we mean all people)

You love people so much that even when they’re throwing stones from glass houses, you can still assume positive intent and respond with a smile on your face. You’ve got a pretty thick skin and although you want everyone to love the brand as much as we do, you see every opportunity to engage with a customer as a platform to schmooze them (but in a totally non-schmoozy way?).

You give a crap

Yep. We’re all here because we genuinely want to make the world a better place with our work, and we want you to want that too! Awwww.

Why you should work with us

Every minute you spend working with us, you’re making a difference. The more we grow, the bigger an impact we’ll have. Sell your soul no longer! We think that’s a pretty great perk, but we don’t stop there…

If you have a great idea, we’ll do everything we can to make it happen. This is the kind of role that will be hard to find anywhere else: you’ll work with an incredible bunch of passionate people to grow a fast-paced startup at a crucial point in its trajectory.

The job is also amazingly flexible, something we’re working hard to hold onto even as we grow super quickly. We started the business remotely, and now have hubs in 4 cities around the world. While the Melbourne team spends a few days of the week together in our coworking space in Collingwood, you can also mix it up and work in your PJs from home or set up office at the beach but, up to you! And while we don’t have a Friday drinks cart (yet), you will get free toilet paper. A lot of it. And nothing beats that.

Lastly, you get to say the word ‘crap’ more than in any other job. Guaranteed.

Salary

This depends on your experience but just because we’re a social enterprise doesn’t mean you’ll get paid peanuts. Think chocolate covered macadamia nuts with some extra perks thrown in. In other words, we pay competitively and are determined to make this the best job you'll ever have – you won’t ever want to leave!

On top of the normal perks like annual leave, we also provide flexibility to take extra unpaid leave or travel while working, we provide a health insurance stipend, generous parental leave, training and development budget and a whole lot of other stuff. And did we mention the free toilet paper?

We’re also not the only ones who think that working at Who Gives A Crap is pretty unbeatable. We feel so honoured to have been recognized for the second year in a row on BuiltIn LA’s “100 Best Places to Work” list, and most recently also on the “Best Mid-sized Places to Work” list. This selection was based on the value of our culture programs, company perks, benefits, and salary packages, and we’re listed alongside other notable names in the startup, bcorp, tech, and e-comm space. We don’t toot our horns often, so this is an extra bashful share. Check out some of our other US-based jobs featured on BuiltIn LA, and spread the word to other talented folks in your network who might be the perfect fit!