Remote | International | Part-time
Food Revolution Network

Customer Support Associate – Temporary

TELECOMMUTE

Santa Cruz, California, United States

Community Support Team

DESCRIPTION

Job Overview

The Community Support Associate – Temporary (CSA-T) joins our existing Community Support team members during major Food Revolution Network (FRN) events to provide exceptional assistance to our entire community of people who reach out to FRN. The CSA communicates with compassion and proficiency, and has strong analytical skills which they use for writing, problem-solving, communicating, and using the FRN’s Community Support applications.

Who We Are

Food Revolution Network is an online-based education and advocacy-driven organization guided by John and Ocean Robbins. We have more than 450,000 members and the collaboration of many top food revolutionary leaders of our times. Our mission is Healthy, Ethical, Sustainable Food For All.”

Our work is guided by both science and compassion, and is informed by the health, ethical, and environmental impacts of the foods we eat. We place a high value on maintaining an open mind, engaging in continual learning, and putting science before ideology. We work to expose the damage the industrialized food industry, with its reliance on pesticides and chemicals, is doing to humans, animals, and our environment. And, we are inspired by the magnificent and proven healing powers of nourishing food. We work toward a world where healthful food is affordable and accessible to everyone.

FRN supports a big tent approach that is welcoming of people from a variety of different perspectives and lifestyles. We recognize that each person is unique, and that no diet is right for everyone. We encourage whole food, plant-based diets, based on the latest information in nutritional science. Thus, we focus on building consensus and building a group of experts and eaters who can move our movement forward. The experts we trust generally point towards more whole, local, sustainably produced, natural, organic, non-GMO, plant-based, humane, and fairly traded foods.

Our Organizational Culture

We love to work with people who are passionate about our mission, especially those who love organic, non-GMO, plant-based, fair-trade foods, and who support the food revolution and environmental sustainability movements worldwide. Our team culture is positive and purposeful, and embraces the ever-changing demands of our mission. We cultivate a sense of camaraderie as we combine deep focus and purpose with an open-minded, playful and adventurous spirit. This position requires the ability to convey warmth and friendliness, to be attentive to detail, to work quickly, and to be patient, persistent, and thoughtful.

Position Responsibilities

We are hiring for two types of Community Support Associate positions: direct support and public/live broadcast support.

Direct Support

  • Represent Food Revolution Network in communications with customers and the community
  • Report issues of concern to the Community Support Staff team leads
  • Troubleshoot issues for customers on various technical platforms and mobile devices
  • Respond to customer and community questions
  • Communicate over email, live chat, phone, and other systems

Public/Live Broadcast Support

  • Engage with our community at large via our Facebook page, Twitter and Instagram, and on our live broadcast and replay pages
  • Respond to listener questions and concerns
  • Support Ocean and team lead during live broadcast
  • Report issues of concern to the Community Support Staff team leads
  • Contribute to daily reports for Ocean Robbins, John Robbins, and Executive Team

Position Commitment: Hourly, up to 30-40 hours per week during our busiest periods, including evenings and weekends during our online launches (currently 2-3 per year, each lasting several weeks).

Reports to: Community Support Manager

Location: You may live anywhere in the world (provided you can coordinate your schedule with our staff, based on the US Pacific Time Zone), and work remotely.

REQUIREMENTS

Technology Required

  • Phone and dependable reception
  • Reliable Computer
  • Solid, High-Speed Internet Connection
  • Headset and microphone to make calls
  • A quiet and functional desk space
  • Google Drive
  • Slack

Skills Required

  • Excellent writing skills
  • Excellent computer competency with both Mac and PC
  • 55+ WPM typing speed – (please take this test, and share a screenshot of your results in your reply to this email – https://www.typingtest.com)
  • Technical troubleshooting ability (i.e., helping customers with member site login and accessing websites)
  • Analytical and problem-solving skills
  • Strong interpersonal and communication skills

Useful, Non-required Skills & Experience

  • Previous Community Support and online communications experience
  • Previous Customer Service experience
  • Social media engagement
  • Sales calls and marketing experience
  • Experience with personal health and wellness

Software We Use¬†(It’s helpful, though not required, if you’ve used these tools before)

  • HelpScout email and live chat
  • Aircall – phone system
  • AgoraPulse – for public support
  • Slack – day to day team communication

BENEFITS

  • We are currently hiring Community Support Associates to support our annual Food Revolution Summit, which takes place in late April and early May.
  • Paid training will begin in mid-March and CSAs will begin to cover shifts once training is successfully completed.
  • We need CSAs to work through mid-May, and possibly beyond.
  • Compensation is $16-$18/hour, depending on skill level and experience.