Remote Community Support Specialist

Company Overview: Upwork is a leading platform that connects businesses with talented freelancers from around the world. Our remote-first culture values flexibility, autonomy, and collaboration. We believe in empowering our employees to work from anywhere in the USA, fostering a diverse and inclusive work environment that thrives on remote teamwork. Position Summary: As a Remote Community Support Specialist at Upwork, you will play a crucial role in providing exceptional customer support to our global community of clients and freelancers. This fully remote position offers the opportunity to work independently while contributing to a dynamic and innovative team dedicated to delivering high-quality service in a virtual environment. Key Responsibilities: - Respond to customer inquiries via email, chat, and phone in a timely and professional manner - Resolve customer issues and complaints with empathy and efficiency - Educate users on platform features, policies, and best practices - Collaborate with cross-functional teams to ensure a seamless customer experience - Identify trends in customer feedback to improve service and product offerings Required Qualifications: - 2+ years of experience in customer support or a related field - Excellent communication skills and a customer-centric approach - Ability to work independently and prioritize tasks effectively in a remote setting - Proficiency in using remote communication tools such as Slack, Zoom, and Helpdesk software - Strong problem-solving skills and a proactive attitude towards customer satisfaction Technical Requirements: - Dedicated home office space with a reliable internet connection (minimum 25 Mbps) - Proficient in using remote collaboration tools and comfortable with virtual meetings - Available to work within US time zones with flexibility for occasional evening or weekend shifts Desired Skills: - Experience working in a remote team environment - Multilingual proficiency is a plus - Familiarity with CRM systems and data analysis tools - Strong attention to detail and the ability to adapt to changing priorities Compensation & Benefits: - Competitive annual salary range: $45,000 - $55,000 based on experience - Home office stipend or equipment provided - Health, dental, and vision insurance coverage - 401(k) retirement plan with company match - Paid time off and flexible working hours to support work-life balance How to Apply: To apply for the Remote Community Support Specialist position at Upwork, please submit your resume and a cover letter highlighting your relevant experience and why you are interested in joining our remote team. Our virtual hiring process includes video interviews and online assessments to assess your skills and fit for the role. We look forward to welcoming you to our distributed team of passionate professionals dedicated to remote collaboration and customer excellence.