About

This role is the front line of member experience for the community. Embedded with a growth-stage client team, the Community Support Specialist monitors Skool and other platforms, responds fast, follows the playbook, and makes sure every member feels seen and supported. The role is built to scale: multiple specialists are being hired to achieve 24/7 coverage across time zones, and specialists work alongside AI automation buildout, with their feedback on gaps, edge cases, and recurring patterns directly shaping what gets automated next.

This is a dedicated, full-time role designed for meaningful impact, stability, and professional growth, not freelance or short-term work. Expectations are clear, the bar is high, and the support is real, with dedicated coaching and continuous upskilling behind every placement.

Responsibilities

1. Communication Excellence & Live Customer Interaction

Clear, confident communication is the foundation of this role. You will regularly represent ACQ Vantage directly to members, including hosting and participating in live calls. 

• Be the voice members trust: well-spoken, easy to understand, and composed under pressure

• Host and participate in live calls with members as needed — you must be fully comfortable being put in front of a customer

• Represent the community’s tone and standards in every interaction, whether via DM, post reply, or video call

• Written responses should be clear, warm, and human — never robotic, never unclear

2. Rapid Member Response

• Monitor all incoming member messages, DMs, and community posts in real time during your shift

• Respond to member questions within 5 minutes using approved templated answers and SOP workflows

• For FAQ-type questions (billing, access, content location, event schedules), resolve on first touch using documented answers

• For questions outside of FAQ/SOP scope, acknowledge the member immediately ("Great question, let me get the right person on this") and escalate within the defined process

• Maintain response quality even at speed - every reply should feel helpful, not robotic

3. Community Engagement and Post Monitoring

• Engage with member posts using simple, encouraging templated responses that reinforce the "Give, Don't Take" culture

• Flag posts that violate community guidelines to your lead with a screenshot and recommended action

• Identify high-quality member contributions (wins, valuable advice, detailed case studies) and flag for recognition in weekly spotlights

• Monitor community sentiment and flag any emerging negative trends or recurring complaints

4. Sales Opportunity Identification

• Flag any member interactions that signal a sales or upsell opportunity and escalate to the appropriate team lead immediately

• Examples: members asking about Premium tier, members mentioning they want more access, members expressing interest in additional services, members referring others

• Log every flagged opportunity with context (who, what they said, what tier they're on, your read on intent)

• Do not sell or make promises - your job is to spot and route

Qualifications

• 1-2 years of community management, customer support, or member services experience (must-have)

• Process-driven mindset: able to follow a defined SOP and manage a pipeline from start to finish without getting lost in the steps (must-have)

• Detail-oriented, you don't skip steps, you don't assume, you document everything (must-have)

• Reliable internet and a distraction-free environment for real-time monitoring (must-have)

• Availability for shift-based scheduling (8AM-5PM EST or 4PM-12AM EST, Mon-Fri) to build toward 24/7 coverage across multiple team members (must-have)

• Comfortable working in a quickly evolving environment where processes are being built and improved continuously (must-have)

• Familiarity with support tools preferred

Tools You'll Use

• Community Platforms: Skool (must-have); Discord, Facebook Groups, and Circle preferred

• Support Tools: HubSpot, Gorgias, Zendesk, or Intercom preferred

• AI Tools: GPT, Claude, or Gemini preferred

Benefits

• Competitive salary

• Paid US holidays

• Paid wellness days

• Health and wellness allowance

• Monthly profit sharing

• Long-term placement with real growth

• Continuous upskilling in AI and community support craft

• Dedicated success coaching and support