About us

Ruby Labs is a leading tech company that creates and operates innovative consumer products. We offer a diverse range of opportunities across the health, education, and entertainment industries. Our innovative teams are driving the future of consumer-led products, and we’re always looking for passionate individuals to join us. Learn more about our story at: https://rubylabs.com/about-us/

About the role

The Community Support Specialist is key in managing the company’s online reputation by addressing customer feedback and ensuring positive engagement across various platforms.

Key Responsibilities

• Respond promptly and professionally to community reviews, maintaining a courteous and solutions-oriented tone.

• Provide prompt assistance to customers who reach out via email with a reference code, addressing their concerns and processing refunds as needed to ensure a positive resolution.

• Actively engage with the community through our channel to build trust and enhance customer satisfaction.

• Monitor and maintain the good standing of our review and community accounts.

• Monitor and address negative feedback or discussions about the brand on community channels that could impact its reputation.

• Engage directly with users to address their concerns.

• Focus on ensuring a positive outcome for the customer that contributes to improving the brand’s perception and ratings.

• Collaborate with the support team as needed to address customer inquiries and ensure seamless service delivery.

• Proactively seek solutions to maintain all accounts in good standing and prevent recurring issues.

• Outside-the-box thinking.

Qualifications

• Experience managing customer feedback and online reviews on community feedback platforms.

• Great written communication skills with the ability to maintain a professional, empathetic, and solutions-oriented tone.

• Demonstrated ability to think creatively and implement proactive solutions to resolve customer concerns effectively.

• Experience tracking performance metrics and maintaining records to ensure KPIs are met

• Familiarity with online review management tools, CRM systems, or similar platforms for customer interaction.

• Proven ability to handle sensitive customer situations with tact, understanding, and goodwill gestures to maintain brand reputation.

Location

Ruby Labs operates within the CET (Central European Time) zone. Applicants from any country are welcome to apply for the position as long as they are located within approximately ± 4 hours of CET. This ensures optimal collaboration and communication during working hours.

Benefits

Discover the perks of being part of our vibrant team! We offer:

• 
  Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.

• Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.

• Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.

• Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere. Read more about it here: https://docs.google.com/document/d/1dHF4ctKlez75whdn-ybUwP5d5Wr0BdwVrorrm_fM40Q/preview

Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth!

Interview Process

After submitting your application, we conduct a thorough review which typically takes 3 to 5 days, but may occasionally take longer due to the volume of applications received. If we see a potential fit, we proceed with the following steps:

• Recruiter Screening (40 minutes)

• Technical Interview (90 minutes)

• Final Interview (60 minutes)

Life at Ruby Labs

At Ruby Labs, we are more than a team; we’re a community united in pushing the boundaries of technology and innovation. Our combined passion fuels our ambition for excellence, driving impact that resonates around the globe.

We are an equal-opportunity employer and celebrate diversity, recognizing that a diversity of thought and backgrounds builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Join us and be part of a company that is crafting the future of technology across multiple industries.

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