Community Engagement Specialist

About the role

ALSO is an electric mobility company originally conceived as part of Rivian, focused on creating innovative, vertically integrated small EVs to replace local car miles with more affordable, enjoyable, and 10‑50x more efficient rides. The Community Engagement Specialist serves as the frontline voice of ALSO across digital communities, engaging riders and prospective customers on social platforms, providing support, answering questions, resolving issues, and ensuring every interaction reflects the ALSO experience.

Responsibilities

• Manage customer support interactions across email, voice, chat, and social media, ensuring timely, accurate, and thoughtful responses.
• Own customer inquiries from initial contact through resolution, helping with order updates, delivery questions, product information, account needs, and general ownership support.
• Troubleshoot customer issues using internal resources, product documentation, and cross‑functional partners to deliver a seamless experience.
• Maintain accurate customer records, case notes, and follow‑up workflows using tools such as Gorgias, Shopify, Jira, and Slack.
• Identify recurring questions, pain points, and operational challenges, and share insights with internal teams to improve processes, documentation, and the rider experience.
• Own the customer experience across ALSO’s social channels (Instagram, TikTok, YouTube, Reddit, etc.), serving as a trusted point of contact and providing timely, helpful, authentic support.
• Build and maintain a welcoming, engaged community by fostering conversations, celebrating rider experiences, and ensuring interactions reflect ALSO’s brand values.
• Monitor social conversations, sentiment, and trends to identify customer needs, emerging concerns, and opportunities to improve the rider experience.
• Escalate high‑priority customer issues, product concerns, and potential reputational risks to the appropriate internal teams for timely awareness and resolution.

Requirements

• 1–3 years of experience in customer success, customer support, community management, social media, or digital support.
• Experience with e‑mobility, automotive, consumer technology, hardware products, or premium direct‑to‑consumer brands is a plus.

Skills

• Social fluency: strong understanding of online communities and platforms including Instagram, TikTok, YouTube, X, Bluesky, Reddit, and emerging channels.
• Communication mastery: exceptional written communication skills, able to explain complex policies, product information, and troubleshooting steps clearly and concisely.
• Technical aptitude: comfortable learning and navigating customer support, social media, and commerce tools such as Gorgias, Shopify, Jira, Confluence, Sprout Social, BrandWatch, and Slack.
• Operational agility: extreme comfort wearing multiple hats, able to switch from writing a witty public reply on Instagram to resolving a complex customer order invoice via email.

Benefits

• Robust health coverage: excellent health, dental and vision insurance covered up to 100% by ALSO with FSA & HSA options.
• One Medical membership and dedicated insurance advocates.
• Rich fertility and family building benefits with Progyny.
• Flexible time off.
• 401(k) match.

Pay

The salary for this position ranges from $25 - $27 per hour depending on experience and qualifications.

Schedule

Hybrid work model based out of Seattle, WA (Fremont District). Ability to work from the Seattle office with occasional flexibility required to support seasonal volume shifts or high‑demand weekend community windows.