Community Support Specialist

About Winona:

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.

About the role:

Winona is looking for a dedicated, customer-focused, and highly organized Community Support Specialist to play a key role in managing and growing our online community. This role is essential for fostering a positive and engaging environment, ensuring prompt and professional customer service, and maintaining strong community relationships. The ideal candidate is highly organized, proactive, and an excellent communicator, with a strong background in customer service and community management.

Seniority Level: Junior-Mid level

Responsibilities:

Customer Service & Community Management:

• Proactively respond to inquiries and engage with community members directly within the social media app and group, providing timely and helpful support.

• Actively participate in community discussions, fostering a welcoming and inclusive environment by addressing questions and building relationships.

• Maintain a positive and supportive atmosphere, consistently embodying strong customer service principles in all interactions.

• Organize and facilitate community events and activities to encourage interaction and connection.

• Keep a pulse on the community's sentiment and identify areas for improvement in member experience.

Moderation & Group Management:

• Approve or decline posts and comments within the social media app and group, ensuring all content aligns with community guidelines and promotes a positive space.

• Oversee all community interactions within the social media app and group, ensuring strict compliance with community guidelines.

• Address any inappropriate behavior or conflicts in a calm, professional, and empathetic manner.

• Identify potential issues and proactively implement solutions to maintain harmony.

Community Growth & Ambassador Tracking:

• Contribute to strategies for increasing community engagement and attracting new members to our specific group.

• Track ambassador engagement and growth, supporting their contributions to the community.

• Identify opportunities to highlight community successes and member contributions.

• Maintain a consistent and positive brand voice within the community, aligning with our customer service standards.

Data & Reporting:

• Monitor and analyze engagement trends to optimize community participation.

• Utilize Excel, Google Sheets, and Airtable proficiently to analyze data and identify trends and opportunities for improving community engagement and customer satisfaction.

Requirements:

• Strong customer service experience with a proven ability to handle inquiries and maintain a positive user experience.

• Exceptional written and verbal communication skills.

• Proficiency in Excel, Google Sheets, and AirTable for data tracking and reporting.

• Familiarity with community management tools (Experience with Circle.so is a plus).

• Ability to work independently and manage multiple tasks simultaneously in a fast-paced environment.

• A passion for building and nurturing online communities and providing exceptional support to members.

• Availability to work weekends as part of regular scheduling.

• A personal computer with stable internet connection.

Nice-to-have: Experience or familiarity with influencer marketing strategies.

What’s in it for you?

As a full-time member of our team, you’ll enjoy:

• Flexible hours, work wherever you choose

• Unlimited PTO

• Paid non-working holidays per country of residence

• Pro-rated 13th-month bonus in select regions

• Referral bonuses

• Financial support for online courses

• Fun and casual work environment

• Employee engagement activities and virtual gatherings

• We are a diverse, global team! 🌍

Equal Employment Opportunity

Winona provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Winona takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors.