Community Specialist (Remote US)

Remote - US /
Community /
GetSetUp is the largest and fastest-growing online community of older adults who want to learn, connect and do wonderful things. In the 19 months since our founding, we have grown to more than 4 million members around the world. The platform offers live classes taught by peers who are experts in their field, social hours hosted by community members, and special events with speakers who directly address areas of interest to older adults. Classes are taught in English, Spanish, Hindi, and Mandarin. We’ve grown to over 150 employees spread across the world with core teams in the U.S., Australia, India, and more sites coming soon.

We are backed by some of the industry legends like Cowboy Ventures (Aileen Lee), LightShed Ventures, ReThink Education, AME Cloud Ventures (Jerry Yang), Work Play Ventures (Mark Pincus), Sweat Equity Ventures (Reid Hoffman), Primetime Partners, Dunce Cap (John Danner) and several other notable consumer internet and health tech investors.

The Community Specialist will be a key person ensuring that every Learner receives a high-quality experience before, during, and after each class session. In this Part-Time role, you will monitor ongoing live class and replay classes to ensure that every learner in a class has the ideal GetSetUp experience. This will involve engaging with community members in chat, answering their questions and solving their technical problems, and stepping in to solve quality and tech issues in the classes. Your work will drive learner satisfaction, engagement, and retention. You will execute on experiments and process changes to improve the overall classroom experience for learners.
The ideal candidate is someone who has a passion for building a vibrant, growing community of learners and is excited to constantly learn and advance within a fast growing team and company.

What You'll Do

    • Monitor all ongoing live classes, replays, and VOD classes to quickly and effectively respond to incoming learner questions, comments, and concerns
    • Moderate classroom and other interactive spaces to ensure everyone is following our Community Guidelines
    • Respond to technical and critical issues in our Zoom virtual learning environment in the moment, ensuring successful learner experiences even in the case of challenges
    • Create Support tickets for Learners who need additional help
    • Work with the Head of Community Operations to execute on new projects and campaigns that drive growth, retention, and engagement
    • Create response templates based on most frequently asked questions that increase efficiency, satisfaction, and engagement
    • Work on a set schedule of 4-6-hour shifts, including some weekend shifts, for a total of between 20-28 hours per week
    • This role will report directly to the Head of Community Operations

Who You Are

    • Experience: You have 3+ years of relevant work experience, ideally with a teaching, hospitality, or customer service background. Bonus points if you’ve taught older adults how to learn new tech skills.
    • Communicator: You have excellent verbal and written communication skills and are able to communicate to our unique community with empathy, precision, and timeliness. You are comfortable communicating on video, audio, and in written channels. You can enforce community guidelines in a way that supports and uplifts while controlling conduct.
    • Doer: You multi-task and make quick decisions. You meet deadlines and thrive in a fast-paced environment.
    • Thinker: You are able to successfully execute on both prescribed procedures and on responsibilities based on guidelines and guidance. When faced with a new situation, you are able to apply company values and guidelines to make sound decisions in the moment.
    • Empowering: You love helping others learn, do, and accomplish new things.

Compensation and Benefits

    • The hourly rate of pay is $17-20/hour. A candidate’s salary is determined by several factors including but not limited to education, work experience, time in role, location, certifications, etc. This is a part-time role working 20-28 hours per week.

GetSetUp values equal opportunities for all workers. We value experienced workers and are committed to an age-inclusive workforce, affirming race, sexual orientation, religion, gender, disability status, and other dimensions of diversity.