Community Associate

Summary

Join ShopBack as a passionate Community Associate to champion Australian customers. You will be the first point of contact for community members, resolving issues, educating users, and boosting engagement. Leverage your expertise in cashback, operations, and customer care to provide timely and high-quality support. Engage online communities like OzBargain and Facebook to build loyalty and suggest improvements to customer experience. Develop and execute community-focused promotions. This role requires strong communication, organizational, and problem-solving skills, along with a customer-first mindset. ShopBack offers competitive compensation, career progression, a collaborative culture, and a work-from-anywhere benefit.

Requirements

• Min. 1 year of customer care experience; prior experience in eCommerce/retail industry preferred
• A self-starter who is independent and self-motivated
• Exceptional writing skills
• Curious and hungry to learn is a must
• Highly organised with high attention to detail
• Strong interpersonal skills with excellent written skills
• Not afraid of uncharted territory. Always open to exploring something foreign and new
• Not discouraged by failure or mistake, and always looking to improve

Responsibilities

• Build deep knowledge: champion users by becoming an expert on how the platform, operations and customer care team operates as well as their processes
• Provide timely and high-quality customer support through our communities, addressing customer inquiries, issues, and feedback
• Educate users : use the communities as a platform to educate engaged users on how to maximise Shopback and CashBack
• Manage and engage online communities such as OzBargain and Facebook “ShopBack Super Savers” to build a more loyal customer base
• Act as “first in line” reporting issues with operations and customer care Suggest improvements on how to deliver great customer experience
• Champion customer satisfaction : build quantitative and qualitative data points to support user centric initiatives (alleviate pain points / build commercial opportunities)
• Continuously research community engagement best practices, trends, and emerging platforms to enhance community interactions and customer experience
• Develop and execute community-focused promotions, exclusive offers, and campaigns to engage the community and create excitement around the brand

Preferred Qualifications

• Chatbot experience
• Experience with OzBargain

Benefits

• Career progression paths and opportunities to take on greater challenges that help you realise your ambitions
• Be part of a winning team on a journey to global scale
• Competitive compensation based on your performance
• Candid, open, and collaborative culture where feedback is valued, for everyone to grow and improve every day
• Work-From-Anywhere benefit to enable you to thrive personally and professionally