Associate, Community, Customer Service & Rewards Operations Support (Full-Time Fixed-Term Employment Through October 30, 2026)

Global Citizen is a movement of engaged citizens dedicated to ending extreme poverty. They are seeking an Associate, Community, Customer Service & Rewards Operations Support to deliver high-quality customer service and community engagement across their platforms, focusing on providing support in both English and Japanese.

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

Requirements:

• 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
• Experience with partnerships, outreach, or rewards programs is a plus