Community Support Advocate

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Magic, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

⚡ Productivity

B2B • Productivity

Magic, Inc. is a company that provides a frictionless way to connect businesses with thoroughly vetted and cost-effective remote workers for various key functions. Their services include virtual assistance, customer service, sales lead generation, and scheduling, leveraging a combination of automation and the expertise of remote workers to streamline business operations.

📋 Description

• Provide technical and customer support through Hospitable’s online community platform • Respond to customer questions in a timely, accurate, and friendly manner • Troubleshoot product and service issues using internal resources and AI tools before escalating • Guide customers toward relevant Help Center articles, workshops, and self-service resources • Organize community discussions by tagging, categorizing, and maintaining topics • Encourage constructive participation and peer-to-peer support among hosts • Identify knowledgeable community members and promote community-led assistance • Work with the Community Manager to maintain a positive, engaging, and supportive environment • Monitor and respond to customer conversations across Facebook, YouTube, LinkedIn, Instagram, Reddit, and other public platforms • Determine when issues should remain public or move to private support channels • Maintain Hospitable’s friendly, helpful, and human brand voice • Monitor and respond to customer reviews on Trustpilot, Google, and other review platforms • Escalate sensitive or high-risk review situations when necessary • Escalate complex product questions, bugs, and customer issues to appropriate internal teams • Follow through on escalated cases to ensure they reach the right stakeholders • Collaborate with Product, Engineering, Support, and Marketing teams • Collect recurring customer feedback, feature requests, and pain points • Document and communicate actionable insights to internal teams • Identify community trends that may improve product adoption, support resources, or customer experience

🎯 Requirements

• Minimum of 2 years’ experience in online community management through online forums or communities • Minimum of 6 months’ experience in technical support or omnichannel support • Native-level English proficiency (C2) • Exceptional written and verbal communication skills • Ability to adjust tone and communication style based on customer context • Strong problem-solving skills and attention to detail • Proactive, self-motivated communicator who takes initiative • Prior SaaS platform or short-term rental/hospitality tool experience is nice to have • Experience with international clients or English-speaking markets is nice to have • Full weekend availability required, including Saturday and Sunday • Graveyard shift flexibility • Willingness to work APAC or EU time zones based on business needs • Computer with at least 8GB RAM and Intel i5 or AMD Ryzen 5 processor or higher • Internet speed of at least 40 Mbps • Headset with extended noise-canceling microphone and webcam • Backup computer and internet connection • Quiet, dedicated workspace at home

🏖️ Benefits

• Paid time-off • 13th month pay • HMO benefits • Payment is made via Deel