About the Company
REA Group is a leading digital business that is focused on property. We operate Australia’s leading residential and commercial property websites, realestate.com.au and realcommercial.com.au, and have a significant presence in Asia and North America. We are dedicated to empowering people by making property simple, efficient and stress-free. Our vibrant and innovative culture fosters collaboration, continuous learning, and a commitment to making a real impact for our customers and communities globally.
Job Description
As a Virtual Community Support Lead, you will be instrumental in fostering a thriving and engaged online community for REA Group. This role involves proactive moderation, user engagement, and providing exceptional support across our digital platforms. You will lead by example, guiding community members, resolving complex inquiries, and ensuring a positive and respectful environment. Your expertise will contribute to enhancing user satisfaction and driving platform loyalty through effective communication and problem-solving.
Key Responsibilities
- Oversee and manage daily operations of our online community forums and social media channels.
- Actively engage with community members, answer questions, and facilitate discussions to build a strong sense of belonging.
- Resolve escalated user issues and complaints, providing timely and empathetic support.
- Monitor community content for adherence to guidelines, implementing moderation actions as necessary.
- Identify and report emerging community trends, sentiment, and user feedback to relevant internal teams.
- Develop and implement community engagement strategies to increase participation and loyalty.
- Collaborate with product, marketing, and support teams to ensure consistent messaging and user experience.
- Train and mentor junior community support specialists, fostering a collaborative team environment.
Required Skills
- Proven experience in online community management or social media moderation.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and conflict resolution skills.
- Ability to work independently and manage time effectively in a virtual environment.
- Proficiency with various social media platforms and community management tools.
- Demonstrated empathy and patience in handling diverse user interactions.
Preferred Qualifications
- Bachelor's degree in Communications, Marketing, or a related field.
- Experience with CRM software and ticketing systems.
- Familiarity with online property portals or real estate industry.
- Basic understanding of data analytics to interpret community trends.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health and wellness benefits.
- Flexible working arrangements and a supportive remote-first culture.
- Generous paid time off and public holidays.
- Professional development and training opportunities.
- Access to a vibrant online community of colleagues.
- Employee assistance program for personal and professional support.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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