About Us
At ifmosawork.com, we connect global job seekers with verified, life‑changing international employment and visa sponsorship opportunities. Our platform thrives because of our active, passionate community. Thousands of users interact with us daily through our website, email, and our highly active WhatsApp community groups.
As we scale, maintaining world‑class support and keeping our community safe from spam is our top priority. We are looking for a dedicated, empathetic, and resilient Customer Support & Community Specialist to manage our front‑line communications.
Position Overview
In this role, you will be the voice of ifmosawork.com. You will manage incoming support tickets via email and maintain order, engagement, and safety across our WhatsApp ecosystem during a structured 10‑hour shift.
You will handle everything from assisting a premium GO Member who can't access their dashboard to guiding a general user on how to navigate our job boards, all while strictly filtering out spam or scammers trying to exploit our community.
Key Responsibilities
1. Premium Member & General User Support (Email)
- Manage the main customer support email inbox, responding to user queries within established time frames.
- Troubleshoot technical account issues (e.g., password resets, payment failures, expired premium access, missing activation emails).
- Provide clear, helpful, and polite instructions to general users asking how to use the platform or apply for listed roles.
2. WhatsApp Community Moderation & Engagement
- Monitor and moderate official ifmosawork.com WhatsApp groups in real‑time during your shift.
- Strictly enforce community guidelines: instantly delete spam, block scammers, and remove unauthorized links to protect our members.
- Answer frequently asked questions within the groups and pin crucial platform announcements or newly verified job links.
- Foster a positive, encouraging environment for job seekers navigating difficult immigration journeys.
3. Escalation & Feedback Loop
- Identify recurring user issues (e.g., “The sitemap page is giving an error” or “The checkout button isn't working”) and instantly escalate them to the technical team.
- Gather user feedback and testimonials to help the product team improve the website and mobile app experience.
Shift Structure & Requirements
- The Shift: This position requires a dedicated 10‑hour operational shift. Because of the length of the shift, we offer structured break windows and flexible weekly scheduling (e.g., a 4‑day on, 3‑day off rotation can be discussed).
- Availability: Must be willing to work weekends or evening hours depending on the timezone alignment requested by the management team.
Key Requirements & Qualifications
- Experience: 2+ years of professional experience in digital customer support, helpdesk ticketing (Zendesk, Freshdesk, Help Scout, or Gmail‑managed systems), or online community management.
- Tools Mastery: High proficiency with WhatsApp Business, web browsers, and basic spreadsheet tracking.
- High Empathy & Thick Skin: You will be dealing with users from diverse backgrounds who are sometimes stressed or anxious about their job search. You must remain calm, professional, and deeply polite under pressure.
- Speed & Accuracy: Ability to multi‑task efficiently—typing accurate, grammatically correct responses while monitoring live group chats simultaneously.
- Language: Native‑level or completely fluent professional English (written and verbal).
- Infrastructure: A reliable laptop, a secondary smartphone dedicated to support use, and an absolute fail‑proof, high‑speed internet connection with power backup to sustain a 10‑hour shift without dropouts.
What We Offer
- 100% Remote Work: Work from the comfort of your own home or workspace.
- Consistent Income: A stable, reliable monthly salary of $800 USD with structured shifts.
- A Supportive Environment: Join a mission‑driven team where your work directly protects vulnerable job seekers from online scams.
- Growth Opportunities: Early support team members will have the direct track to step up into Customer Support Team Lead or Head of Community Management as our team grows.