Full job description

Wattpad is a global multiplatform entertainment company whose vision is to entertain and connect the world through stories. Since 2006, we’ve been on a mission to use the power of community and technology to unleash the full potential of stories to the world. Every month 90 million people around the world spend over 23 billion minutes on Wattpad to share and discover stories they can’t find anywhere else. Our brand banner includes: Wattpad, Wattpad Labs, Wattpad WEBTOON Studios, Wattpad Books and Wattpad Brand Partnerships. We’re proudly based in Toronto, but our reach is global. Come build the future of entertainment and storytelling, and write your next chapter with us!

In this crucial role as a Community Support Associate, you'll use your superb problem-solving skills to delight our community of over 90 million users. You'll work across a range of mobile devices, tablets, and web browsers to resolve support tickets. The Community Support Associate will also ensure that questions are addressed in a timely manner while keeping up with professional standards expected by the industry, and effectively communicating user sentiment across the company. If you have an entrepreneurial spirit, an inquisitive mind, and love helping others, this may be the role for you!

What you'll be doing:

Answer user inquiries through a ticketing system, ensuring users’ requests are responded to in a timely manner

Provide quality technical assistance and support to our Community, using empathy and analytical skills to troubleshoot and guide users through their issues

Sleuth out pesky bugs, identify causes, and share insights with engineering teams

Creating insightful reports on user sentiment to distribute to relevant departments and teams

Champion the voice of Wattpad users!

What we're looking for:

1-2 years experience in a similar role

Previous experience moderating or managing a community

Exceptional empathy and ability to really listen to our users, putting yourself in their shoes, and truly understanding the problem so as to resolve issues to the highest level of satisfaction

Demonstrates critical thinking, and can apply a methodical approach to user problems

Naturally inquisitive creative thinker, who questions and can ideate new approaches to support issues and current processes

Comfortable multi-tasking with numerous projects and/or tasks at one time

A strong sense of ownership of their specialist area

Bonus points for:

Experience with Jira, Zendesk, or Google Analytics

Familiarity with HTML, CSS, and JavaScript or the aptitude to learn; if you’ve ever built a website or your own product, show us!

What we offer:

Competitive salary

Career development; we believe in mentorship and investing in your learning, and supporting you to achieve your goals

Health benefits, fully covered by us!

RRSP Contributions (Canada), 401K Contributions (USA)

Generous vacation and Parental Leave Top-up

Monthly home office allowance, choice of hardware, flexible hours, and remote work options

Corporate discount for gym membership for you and your family

Summer Fridays with afternoons off!

And a whole lot more!

Wattpad is conducting all interviews in a distributed manner using applicable third party software where needed and using visual interface tools such as Google Hangouts and Zoom.

About Wattpad

Who are we? Entrepreneurs and Do-ers. Our vision is to entertain and connect the world through stories, and our mission is to use the power of community and technology to unleash the full potential of stories to the world.

What does that mean? We are visionaries, community builders, passionate problem solvers, storytellers, coffee snobs (tea drinkers, too!), curious by nature, and culturally diverse.

What are we obsessed with? Our users. Solving complex problems and maximizing flow. Learning constantly. Building the next great storytelling product. Finding the greatest stories ever told. Dogs (and cats), coffee, and good snacks.

How do we work? Autonomously, collaboratively, respectfully. Balancing with work, family, and play...and all while having a great time.

Wattpad is a remote friendly company and encourages remote candidates to apply as long as they are located and authorized to work in either the US or Canada (excluding Quebec) as a precondition of employment. We are not able to sponsor applicants for work permits.

If you happen to live near the areas of either Toronto, Ontario or Halifax, Nova Scotia, you may also have the opportunity to work from our beautiful offices - 1 located in Downtown Toronto and the other in Downtown Halifax, both with easy access to transit.

Culture and Diversity

Wattpad is an equal opportunity employer. We do not discriminate. Period.

Wattpad welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We have taken a leadership position on creating a culture and an organization that truly values diversity. We are committed to fostering a global team that reflects the diversity of the Wattpad community. At Wattpad, we believe cultural fit doesn’t mean culturally identical, and diversity of thought helps us to challenge one another to think big and think differently. We consider employment applicants without regard to age, race, colour, national origin, citizenship, religion, creed, sex, sexual orientation, veteran status, marital status, disability status or any other protected status.

If you have any special needs or accessibility requirements, please let us know. We will do our utmost to accommodate, in accordance with applicable local legislation.

For urgent inquiries, please email us at careers@wattpad.com