Community Escalations Specialist

The Position

We’re looking for a Community Escalations Specialist with community support expertise to help deliver an excellent experience for our growing customer base, managing and streamlining community escalations, end-to-end. This role has two primary areas of focus, first aiding our Escalation Support Specialist in providing responses and solutions to cases escalated past Tier 3, and secondly working alongside our Community Marketing Manager as a point of escalation for customer support issues arising in our community platforms online. This role involves providing “one to many” support responses in a public forum, as well as de-escalation and moderation of escalated customers.

This is a remote position open to anywhere within the US. #LI-Remote

What You'll Do

• Identify cases requiring escalation in our community platforms (Reddit, Discord, Discourse, etc) and follow these cases through to resolution.
• Communicate important updates to and act as point person supporting our volunteer moderators.
• Triage technical customer ticket escalations from our Tier 1, Tier 2 and Tier 3 BPO support teams alongside our Escalations Support Specialist.
• Proactively identify and escalate gaps in the customer experience.
• Provide the “Voice of the Customer” around trending technical issues to internal stakeholders through reporting shared on a regular cadence.
• Collaborate with e-commerce, supply chain, logistics, and engineering teams to deliver best-in-class consumer experiences.
• Help define our community support strategy and process flows as we continue to scale our efforts in Framework.

What You Need

• 3+ years of experience in technical support and escalation management.
• Experience providing support or moderation in a community setting.
• Technical proficiency in Windows and Linux Operating Systems.
• Hands-on experience building PCs from components and troubleshooting hardware/software issues.
• Proficiency in Jira or similar issue-tracking software.
• Proficiency in help desk or customer ticketing software systems (Zendesk, Jira Service Desk, Kustomer, etc.).
• Ability to quickly organize and prioritize issues based on severity and communicate findings cross-functionally in a clear and effective manner.
• A desire and ability to wear multiple hats in the early stages of a company, including taking on slices of project management and community support.
• Inventiveness, curiosity, and a passion for building and supporting products that people love.

What's Nice to Have

• Bachelor’s degree or equivalent experience in engineering, computer science, or another technical field.
• Previous experience in an early-stage startup.
• Interest in tinkering with consumer electronics to see how they function or to replace/repair faulty components.
• Familiarity with supporting international customer bases and working in multinational teams.

What You'll Love

• Competitive salary, equity, and health benefits
• Paid company holidays plus 20 PTO days per year
• Paid Parental Leave
• Flexible work hours and locations, including every other Friday off!
• 401K with matching for US employees
• The chance to work at a startup that is making a positive social and environmental impact

Equal Opportunity

We commit ourselves to the principles of equal employment and a diverse work environment. With inclusion being one of our core values at Framework, we do not discriminate on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. We will consider qualified applicants regardless of criminal histories pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Ordinance.

We are also committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require an accommodation to participate in the application or interview process, please let us know by reaching out to accommodations@frame.work.

The pay range for this role is $77,000 - $90,000 USD per year. The base salary range for this position may vary depending on various factors such as professional background, work experience, work location, market demand, etc. In certain circumstances, the final offer may vary from the amounts shown in this job description.