Community Concierge at Akoha
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This is a great opportunity to get in on the ground floor of one of Montreal's hottest startups. If you're passionate about social media and it's ability to make the world a better place then this may be the opportunity you've been waiting for!
About Akoha
Akoha is a funded startup making the world’s first social reality game. We’re a small team of startup veterans from the Internet, venture capital and gaming communities in Montreal. We’ve been invited to TechCrunch50 and TED 2009 to speak on using games to make the world a better place.
Who We're Looking For: Community Concierge
We're looking for a Community Concierge who will help us support and nurture a growing community of players. The role is part caretaker, part host/hostess, and part social scientist. As a key member of the growing Akoha community your responsible will include:
- Answering users questions and solving customer support issues.
- Monitoring the health the Akoha community.
- Being a leading Akoha user and in-site support resource.
- Understanding user needs and representing the user community in the product development process.
The Perfect Candidate
You know if you're the perfect candidate if you:
- Have a great attitude and positive energy: You're chronically happy and your glass is always more than half full. Even when the going gets rough and the the road is treacherous, you're the one whistling "It's a Wonderful Life" as you skip down the path of life.
- Are a problem solver and can think on your feet: Your mantra is "There are no problems, only solutions" and your definition of the word 'obstacle' is "things that appear in your rear-view mirror". You'll go the extra mile to make sure that users are happy even if that means finding creative solutions or workarounds.
- Can soothe the most savage customer: You smile in the face of criticism and can talk even the most irate customer back to their "happy place".
- Can juggle multiple balls at once: The phrase "That's not part of my job description" gives you hives and you work best in a fast-paced environment where your routine is rarely the same from month to month.
- Are goal-oriented: You surprise yourself by the satisfaction that you get from crossing things off your to-do list and you don't sleep well if there are dirty dishes left in the sink.
- Love working in a startup: If you've already worked at a startup and you can't imagine working in any other environment then you'll fit right in.
Your Responsibilities:
Support Our User Community:
- Respond promptly to players' complaints, questions and suggestions.
- Ensure that customers are receiving their purchases. Solve fulfillment problems when they arise.
- Help players when they have questions. Maintain the FAQ and user forums.
- Review and approve user generated content.
- Respond to incoming questions and comments on GetSatisfaction, Twitter, Blogs and in the Akoha Facebook group.
Contribute to Product Development:
- Report on community activity and issues to the product development team.
- Participate in customer feedback interviews to glean insights into user needs
- Participate in feature design sessions
- Participate in usability testing sessions
- Represent the user community inside Akoha.
- And help the development effort wherever possible...
Required Skills and Experience:
- Outstanding oral and written English.
- Oral and written French.
- Great work ethic and ability to work independently.
- Familiarity with customer support tools and processes.
- Deep knowledge of social media tools (Facebook, Twitter, Blogs, MeetUp, etc.)
Pluses:
- Previous experience building online communities is a huge plus.
- Previous experience working in a customer support role is a plus.
- Experience working with WordPress is a plus.
- Social media presence is a plus (your own blog, YouTube channel, a large Facebook or Twitter following).
- Strong interest in social change, social games, Facebook games, etc.
- Graphic design skills is a plus
What Akoha Offers You:
- Competitive compensation, including a health insurance benefits and stock options.
- Free snack food and an introduction to our espresso machine. (Her name is Monica.)
- Incredible co-workers who are fun and passionate about their jobs.
- Playing arcade games with us on the company MAME machine.
- Rub shoulders with Internet media gurus, rock stars, and movie celebrities who will be working with our community.
Sound like your ideal job? Apply now...
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