Global Citizen is a movement of engaged citizens committed to ending extreme poverty. The Associate will deliver high-quality customer service and community engagement while supporting rewards operations and ensuring a positive experience for Global Citizen members across various platforms and campaigns.
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
Skills
- 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
Company Overview
Global Citizen is a community of people like you. It was founded in 2008, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.globalcitizen.org.