About Global Citizen

Global Citizen is an international advocacy platform and movement of engaged citizens who are using their collective voice to end extreme poverty by 2030. On our platform, Global Citizens learn about the systemic causes of extreme poverty and take action on those issues by sending tweets, signing petitions and more — asking governments and businesses to make commitments towards creating a more equal world. Global Citizens are rewarded for their actions with free tickets to Global Citizen festivals and other concerts and events around the world.

Our mission is to build a movement of 100 million Global Citizens whose actions will help achieve our vision of a world without extreme poverty by 2030.

Our unique festivals convene some of the world’s biggest artists, activists and world leaders together around this one cause. So far, more than 13 million actions have been taken by Global Citizens, leading to $35 billion commitments being made by world leaders, which are set to affect 1.3 billion lives by 2030.

Summary

Global Citizen is seeking a Customer Service Manager, who will lead the planning and execution needed to support our members for the Global Citizen Festival in Accra. This position will work across Marketing and Social Media to help disseminate key info to our most valued audience.

Candidates should be excited to work in a fast-paced team environment and have excellent verbal and written communication skills, with confidence in digital platforms and social media (including Google Docs, PowerPoint, Word, and Excel a plus).

As a member of our team, you should be a self-starter, have strong attention to detail, be very task-oriented and have excellent problem-solving skills. This is a key role in our movement-building organisation, with a strong understanding of the needs of our audience and an opportunity to help shape our responses as a result.

This position is a contract role.

Responsibilities

• Manage the customer service response process for the Global Citizen Festival in Accra. Ensure we have a complete, efficient, and effective plan in place to help our members have a positive experience for the Global Citizen Festival in Accra.
• Help write FAQs for the Global Citizen Festival in Accra to ensure a smooth system to provide the answers our members need in order to participate in the Festival.
• Write and maintain pre-written customer service responses to ensure a quick response time.
• Respond to members through our customer service system, with a focus on questions pertaining to our summer action-taking campaign and the Global Citizen Festival in Accra.
• Help maintain our contact form
• Work closely with the Social Media Manager on community engagement to members on our Africa social media platforms
• Lead engagement with our members, NGO partners, corporate partners, and artist supporters.
• Monitor social media, develop sentiment reports as needed, and flag concerns to leadership. Work with colleagues to address recurring issues.
• Contribute to other member engagement and marketing initiatives as needed.