Job Description
Global Citizen is a movement of engaged citizens committed to ending extreme poverty. The Associate will deliver high-quality customer service and community engagement while supporting rewards operations and ensuring a positive experience for Global Citizen members across various platforms and campaigns. Responsibilities Respond to member inquiries across platforms (e.g., Salesforce Service Cloud), ensuring timely, accurate, and helpful support Support inquiries related to campaigns, events, platform usage, and rewards, across global audiences Provide high-quality support in Japanese and English, ensuring culturally appropriate tone and clarity Identify recurring user issues and collaborate with internal teams to improve FAQs, templates, and support documentation Troubleshoot member challenges and escalate complex issues in coordination with Product, Loyalty, and Community teams Monitor and respond to comments, messages, and interactions across Global Citizen’s social channels, including Japanese-language channels Surface community insights, trends, and feedback to internal teams to inform campaigns and product improvements Ensure all communications are culturally relevant and aligned with Global Citizen’s voice across different audiences Support ticket transfers and rewards fulfillment, verifying eligibility, and ensuring compliance in coordination with partners and vendors Assist in ensuring the timely and accurate delivery of rewards tied to campaigns and events Conduct research to identify potential rewards and experiences aligned with key campaigns (e.g., Global Citizen Festival) Support rewards inventory acquisition and tracking in collaboration with internal teams and external partners Skills Native or near-native Japanese, with fluent English (or the other way around) Experience in community management and/or customer service, ideally across social or digital platforms Familiarity with CRM or customer support tools (e.g., Salesforce or similar) Strong understanding of Japanese culture and digital communities, with the ability to communicate appropriately across audiences Organized and detail-oriented, with the ability to manage multiple workflows Proactive and solutions-focused, with strong problem-solving skills Must be authorized for employment in the United States Experience with partnerships, outreach, or rewards programs is a plus Company Overview Global Citizen is a community of people like you. It was founded in 2008, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is