We are sharing a full-time opportunity for an experienced Community Manager with strong expertise in customer support, conflict de-escalation, ticket management, remote collaboration, and community engagement to support a dynamic customer-facing environment. Selected professionals will manage customer inquiries and support tickets, resolve conflicts, monitor community activity, and help maintain a positive and responsive user experience. The role is well suited to professionals who are organised, adaptable, solution-oriented, and comfortable working independently in a fully remote setting. Key Responsibilities Customer Support & Inquiry Management • Respond promptly to customer questions and complaints across multiple channels • Provide clear, accurate, and helpful support throughout each interaction • Handle routine and complex inquiries with professionalism • Maintain a customer-focused approach during high-volume periods • Ensure follow-up actions are completed in a timely manner Ticket Management & Resolution • Manage customer-support tickets independently from intake through resolution • Prioritise cases according to urgency and impact • Maintain accurate ticket histories and interaction records • Use support tools and ticket-management systems efficiently • Escalate issues appropriately when additional support is required Conflict De-escalation & Issue Handling • De-escalate difficult or emotionally charged customer interactions • Apply calm, solution-focused communication during disputes • Identify the underlying issue and work toward practical resolutions • Manage sensitive situations while maintaining professionalism • Help turn challenging interactions into constructive customer experiences Community Monitoring & Engagement • Monitor community activity for emerging issues and engagement opportunities • Identify recurring concerns, trends, or support needs • Encourage a positive, inclusive, and respectful community environment • Apply appropriate moderation and community-management practices • Support initiatives that improve participation and overall community experience Internal Collaboration & Documentation • Collaborate with internal teams to resolve customer and community issues • Share recurring feedback and user concerns with relevant stakeholders • Maintain clear documentation of community interactions and support outcomes • Contribute observations that may improve customer-support processes • Support continuous improvement across remote community operations Ideal Profile • Demonstrated experience in customer support, community management, or a closely related role • Strong conflict de-escalation and crisis-management skills • Experience handling customer complaints and difficult interactions • Proficiency with ticket-management systems and customer-support tools • Strong organisational and time-management skills • Ability to prioritise multiple issues effectively • Comfortable working independently in a fully remote environment • Excellent written and verbal communication skills • Energetic, resourceful, and solution-oriented approach • Strong commitment to delivering positive customer experiences • Experience maintaining accurate support and interaction documentation • Prior experience working with distributed or remote teams is advantageous • Familiarity with online community platforms and moderation practices is beneficial • Experience using data or community insights to improve engagement is valuable Engagement Details • Full-time engagement • Fully remote • Compensation: $15–$20/hour • Work will involve customer support, community management, ticket resolution, conflict de-escalation, and community monitoring • Responsibilities may span multiple customer-support channels and community platforms • Strong written communication and independent problem-solving are central to this role • Collaboration with internal teams will be required to address customer needs and recurring issues • Accurate documentation of tickets, interactions, and resolutions is expected • Community-management priorities and support volumes may evolve depending on business needs • Prior experience in remote or distributed work environments is particularly useful • Work must be completed without using confidential or proprietary information belonging to any employer, client, institution, organisation, or other third party About the Platform This opportunity is available through 24-MAG LLC. We connect experienced professionals with remote consulting opportunities across technical, evaluation, and project-based workstreams. By submitting this application, you acknowledge that your information may be processed by 24-MAG LLC for recruitment and opportunity matching in accordance with our Privacy Policy: https://www.24-mag.com/privacy-policy