Community Escalations Specialist

New

Skills

Community Management Conflict resolution Customer Support Problem Solving Remote Collaboration Written Communication

Framework is seeking a dedicated Community Escalations Specialist to join our remote team. As a mission-driven company focused on improving consumer electronics for people and the planet, we value proactive, solution-oriented professionals who thrive in a fast-paced, customer-centric environment. This full-time, fully remote role offers the opportunity to make a meaningful impact by managing and resolving community escalations while upholding our commitment to sustainability and user experience.

Job Overview

Handle escalated community issues with professionalism and empathy.
Act as a liaison between the community, support teams, and internal stakeholders.
Foster a positive, inclusive, and solution-focused environment within the community.
Support Framework’s mission of sustainability and better consumer electronics.

Key Responsibilities

Monitor community platforms for escalated issues and urgent concerns.
Respond promptly to complex or sensitive user inquiries.
Collaborate with support and product teams to resolve community challenges.
Document escalation trends and provide actionable feedback to leadership.
Promote best practices for community engagement and conflict resolution.

Required Skills & Qualifications

Proven experience in community management or customer support.
Excellent written and verbal communication skills.
Strong problem-solving and conflict resolution abilities.
Familiarity with online community platforms and moderation tools.
Commitment to Framework’s sustainability values and mission.
Ability to work independently in a remote, distributed environment.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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