Community & Support Specialist - EST Time Zone (Remote Consultant)

Company Description

IFTTT helps everything work better together. With over 30M users, 160K Pro customers, and 1,000+ supported services, we are the established no-code standard for connecting anything in our growing digital world. We believe IFTTT can become the platform of choice for Digital Creators and DIYers looking to automate their businesses, grow their communities, and connect their homes.

The Community & Support Specialist is a hybrid role that splits time between community management and user support. You’ll help keep our Pro users engaged across channels while also providing expert support to help them build and troubleshoot Applets. You’ll work with a small, collaborative team that interacts with every part of IFTTT, giving you the opportunity to make a meaningful impact on the platform and the user experience. This position is fully remote. 

Hours: Monday–Friday, 9:00 AM – 5:00 PM Eastern Time

To apply, please attach both a resume and a cover letter in the resume upload field (combined as a single PDF). Applications without a cover letter will not be considered.

• Links or excerpts from Help Center or knowledge base articles you’ve written or meaningfully revised, along with a brief list of documentation projects you’ve contributed to and your role in each.
• Specific examples of community management experience, including platforms managed (for example Reddit, Discord, forums, or app store reviews), the types of interactions you handled, and your role.

Job Description

Community (50%)

• Manage and engage with users on Reddit, Discord, and App Store reviews
• Respond to questions, posts, and feedback to foster a positive community experience
• Help users discover new ways to get value from IFTTT Pro
• Collaborate on campaigns and initiatives to boost community engagement
• Identify patterns in community discussions that inform product and content improvements

Support (50%)

• Efficiently triage support tickets IFTTT users
• Assist users in building Applets, including using filter code (JavaScript)
• Create, audit and improve help center documentation
• Identify and reproduce technical issues, suggesting enhancements and improving user experience
• Become an internal IFTTT expert who can answer product questions from colleagues

Qualifications

• Prior experience managing online communities for software or SaaS products
• Experience creating and editing help center or knowledge base content
• Strong writing and communication skills
• Passion for troubleshooting and problem-solving
• Experience with community management across multiple platforms (Discord, Reddit, app stores, etc.)
• Experience interacting with APIs and user authentication (OAuth 2)
• Experience with JavaScript
• Experience with CRM tools or email support (Zendesk preferred)
• Experience working remotely
• Fluency in written and spoken English

Additional Information

Pay Range:

The hourly rate for this position is $16-$20 USD. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include skills, education, training, experience, or location.