Associate, Community, Customer Service & Rewards Operations Support (Full-Time Fixed-Term Employment Through October 30, 2026)

Associate, Community, Customer Service & Rewards Operations Support

Global Citizen is a movement of engaged citizens who are using their collective voice to end extreme poverty. On our platform, Global Citizens learn about the systemic causes of extreme poverty, take action on these issues, and earn rewards for their actions as part of a global community committed to lasting change. Global Citizens have taken over 42.9 million actions since 2009. Today, these actions, in combination with high-level advocacy work, have led to over $50 billion being distributed to our partners around the world, impacting 1.3 billion lives in the fight to end extreme poverty.

Global Citizen is seeking an Associate, Community, Customer Service & Rewards Operations Support (Contract) to work closely with the Loyalty and Community teams as part of team Product to support the needs of our global membership base.

This role is responsible for delivering high-quality customer service and community engagement across Global Citizen platforms and campaigns, including major global moments and events, as well as supporting rewards operations as part of Global Citizen's loyalty approach. The Associate will support a diverse, global audience, with a specific focus on providing culturally appropriate communication in both English and Japanese.

As a key member of the team, you will help ensure that Global Citizen members have a seamless and positive experience across campaigns, rewards, and events, while contributing to continuous improvements in member engagement and support systems.

You will report to the Senior Manager of Community Engagement.

Key Responsibilities

1. Customer Service & Member Support (Global + Japanese Language Focus) Weighed 50%

• 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

2. Community Engagement Support (Global + Japanese) Weighed 30%

• 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

3. Rewards Operations & Program Support Weighed 20

• 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

Requirements For Success

• Education & Experience
  • Written and verbal communication in Japanese & English is essential for this role
  • 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)
  • Experience with partnerships, outreach, or rewards programs is a plus
• Attributes
  • 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

Benefits

Why Global Citizen?

In this coming decade of action and accountability, Global Citizen will be the leading international voice, educator, and influencer that rallies humanity to take full responsibility and accountability for eradicating extreme poverty. You have a chance to contribute and make this world a better place for all.

More Details

• Must be authorized for employment in the United States

Global Citizen is proud to be an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Global Citizen strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, age, sexual orientation, military or veteran status, citizenship or any other protected classification under applicable federal, state, or local laws. In addition, Global Citizen complies with the relevant country laws governing employment nondiscrimination in all our international offices. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.