Community Specialist, Customer Operations (Contractor)

What you'll do:

• Help support and develop our moderator program to ensure accurate and timely replies to our valued members
• Monitor, moderate and engage with user-generated content on a daily basis
• Develop and communicate insights through understanding customer needs, trends, what's working well and opportunities to improve our service offerings
• Help support member engagement initiatives and own their success
• Build trust and develop deep relationships with our community of businesses and creators
• Author, research and develop content that folds into the global community editorial calendar
• Ensure alignment with community tone of voice and Pinterest branding
• Help develop marketing assets to support community content
• Escalate community issues and collaboratively draft appropriate responses that reflect the Pinterest ethos
• Partner with members of our support, product, marketing and engineering teams to champion the customer and improve our support and product experience

What we're looking for:

• 2+ years experience working in community moderation, community management or customer service
• Strong written and superb communication skills, both internally and externally
• Demonstrable knowledge and understanding of online communities
• Empathy and authenticity when working with customers and key stakeholders are part of your core values
• Passion for Pinterest's mission and helping drive success for businesses and creators
• Motivated to drive changes that improve the customer experience and comfortable dealing with ambiguity
• Thrive when building relationships, online and professionally
• Nice to have: experience with Adobe Photoshop, Illustrator or similar; knowledge of online advertising, e-commerce and/or creator industry; fluent in Spanish or Portuguese is a plus; knowledge of Khoros/Lithium is a HUGE plus