Remote | Community Manager — $15–$20/hour

Summary

24-MAG LLC connects experienced professionals with remote consulting opportunities across technical, evaluation, and project-based workstreams. The Community Manager will support a customer-facing environment by managing inquiries and tickets, resolving conflicts, monitoring community activity, and fostering a positive user experience through remote collaboration.

Responsibilities

• Respond promptly to customer questions and complaints across multiple channels
• Provide clear, accurate, and helpful support throughout each interaction
• Handle routine and complex inquiries with professionalism
• Maintain a customer-focused approach during high-volume periods
• Ensure follow-up actions are completed in a timely manner
• Manage customer-support tickets independently from intake through resolution
• Prioritise cases according to urgency and impact
• Maintain accurate ticket histories and interaction records
• Use support tools and ticket-management systems efficiently
• Escalate issues appropriately when additional support is required
• De-escalate difficult or emotionally charged customer interactions
• Apply calm, solution-focused communication during disputes
• Identify the underlying issue and work toward practical resolutions
• Manage sensitive situations while maintaining professionalism
• Help turn challenging interactions into constructive customer experiences
• Monitor community activity for emerging issues and engagement opportunities
• Identify recurring concerns, trends, or support needs
• Encourage a positive, inclusive, and respectful community environment
• Apply appropriate moderation and community-management practices
• Support initiatives that improve participation and overall community experience
• Collaborate with internal teams to resolve customer and community issues
• Share recurring feedback and user concerns with relevant stakeholders
• Maintain clear documentation of community interactions and support outcomes
• Contribute observations that may improve customer-support processes
• Support continuous improvement across remote community operations

Skills

• Demonstrated experience in customer support, community management, or a closely related role
• Strong conflict de-escalation and crisis-management skills
• Experience handling customer complaints and difficult interactions
• Proficiency with ticket-management systems and customer-support tools
• Strong organisational and time-management skills
• Ability to prioritise multiple issues effectively
• Excellent written and verbal communication skills
• Experience maintaining accurate support and interaction documentation
• Prior experience working with distributed or remote teams is advantageous
• Familiarity with online community platforms and moderation practices is beneficial
• Experience using data or community insights to improve engagement is valuable

Qualifications

Must Haves

• Demonstrated experience in customer support, community management, or a closely related role
• Strong conflict de-escalation and crisis-management skills
• Experience handling customer complaints and difficult interactions
• Proficiency with ticket-management systems and customer-support tools
• Strong organisational and time-management skills
• Ability to prioritise multiple issues effectively
• Excellent written and verbal communication skills
• Experience maintaining accurate support and interaction documentation

Nice to Haves

• Prior experience working with distributed or remote teams is advantageous
• Familiarity with online community platforms and moderation practices is beneficial
• Experience using data or community insights to improve engagement is valuable

Benefits

• Full-time engagement
• Fully remote