Community Support Advocate - Freelance, Remote

Magic is seeking a dedicated Community Support Advocate to join a leading property management SaaS platform. This role is essential for strengthening relationships with our host community by providing responsive, human-centered support across various public channels and ensuring a high-quality customer experience.

Key responsibilities

• Provide technical and customer support through our online community platform and public social media channels.
• Troubleshoot product issues and guide users toward self-service resources and Help Center articles.
• Maintain organized community discussions by tagging and categorizing topics effectively.
• Monitor and respond to customer reviews on platforms like Trustpilot and Google.
• Collaborate with internal Product, Engineering, and Marketing teams to share actionable customer insights and feedback.

Requirements

• Minimum of 2 years of experience in online community management and 6 months in technical support.
• Native-level English proficiency with exceptional written communication skills.
• Proven ability to adapt tone and style based on the customer context.
• Strong problem-solving skills and attention to detail when troubleshooting technical issues.
• Full weekend availability (Saturday and Sunday) with flexibility for graveyard shifts and specific time zones.
• Reliable home office setup including a high-speed internet connection and backup equipment.

What we offer

• Competitive hourly compensation paid via Deel.
• Access to HMO benefits and 13th-month pay.
• Paid time-off to ensure a healthy work-life balance.
• Opportunity to work in a collaborative, remote-first environment.