Community Management Associate / Executive

About GetGo Technologies

GetGo is Singapore’s largest and fastest growing carsharing platform that enables everyone with the freedom to drive, without the burden of ownership. Our vision is to be APAC’s #1 carsharing platform as we seek to create a mobility ecosystem that’s shared and sustainable for all.

About the Role

Reporting to the Community Management Team Lead, this is an exciting new role within our Community and Customer Experience (CCX) team that supports the GetGo Singapore community. You will be the bridge between the GetGo community and various business functions such as Operations, Marketing, Enforcement, Tech, and Customer Service. You will adopt a data-driven and community-centric approach to build and nurture hundreds of thousands of customers across their journey with GetGo.

Day to Day Activities

  • Assist in consolidating customer feedback
  • Respond to customer emails and feedback in a timely manner
  • Review, resolve, and reply to customer disputes within a defined timeframe
  • Process customer reimbursement requests within a defined timeframe
  • Generate and edit Frequently Asked Questions (FAQ) articles
  • Respond to social media comments and queries in a timely manner
  • Be the first line of contact for accident and breakdown calls
  • Conduct surveys to gather in-depth feedback from customers
  • Support cross-functional efforts to reward good community behaviours and penalise bad ones

About You

  • At least one (1) year of experience in a high-volume, multi-channel CX/CS function in a consumer technology or tech-enabled firm
  • Experience in managing social media and chat platforms such as Facebook and Telegram
  • Customer-obsessed with the desire to create a responsible and supportive GetGo community
  • Comfortable MS Excel and GSuite Applications including email
  • Highly responsible with a strong bias for action and high aptitude to pick up new skills quickly
  • Able to think out-of-the-box to resolve complex community and customer challenges
  • Excellent verbal and written communication skills is non-negotiable
  • Familiarity with customer support technology platforms such as Intercom, Zendesk, and/or Twilio would be ideal
  • Strong alignment with our GetGo Values:
    • Get it going!
    • Stay curious and humble
    • Drive Innovation & Improvement
    • Keep it simple
    • Empathise Deeply
    • Collaborate for success
    • Enjoy the ride

What We Offer

  • Vibrant, fun, and dynamic working environment
  • Medical benefits including health insurance, leave enhancement benefits, etc.
  • Staff discount when driving with GetGo
  • Training and development courses
  • Contributing part of the success in building a fast growing car sharing platform