Community Support Agent (Contractor) - Dutch and German at Nextdoor
Amsterdam, NL

Nextdoor’s mission is to leverage the power of technology to build stronger and safer neighbourhoods everywhere. Over thousands of neighbourhoods across Europe now use  Nextdoor to share local events, find lost pets, recommend local service providers, give away or sell household items they no longer need, share information about neighbourhood safety, and discuss local issues.

 

Nextdoor’s Neighbourhood Operations Team helps members build stronger and safer communities by guiding them through the process of joining and starting Nextdoor neighbourhood websites, growing these websites to become important resources for their communities, and helping them to resolve any issues that could reduce the value of Nextdoor in their neighbourhood.

 

When members communicate on Nextdoor, they are expected to be neighbourly and to treat each other with respect as described in Nextdoor’s Community Guidelines. In most neighbourhoods, members do a great job of abiding by these Guidelines, but in some instances disagreements among neighbours, differences in backgrounds, abrasive personalities, or controversial local issues can cause discussions on Nextdoor to become less civil.

 

As a Community Support agent, you will work with Nextdoor members in neighbourhoods across the country to ensure that discussions on Nextdoor remain neighbourly even when these types of conflict arise. You’ll also work on creating efficiencies in our support processes and programs that will enable us to scale up our support as we grow across the Netherlands, Germany. You will represent the voice of members to the rest of the organisation to ensure that everyone working to improve the Nextdoor product fully understands our members’ needs.

 

This role will include working a certain amount of hours during the weekends, also according to the personal availability and schedule. 

 

Work will be in the office with the rest of the team, but in some occasions working remotely is also allowed.

 

If this sounds interesting, and you are proficient in Dutch and / or German,  we want to meet you!

 

Responsibilities:

 

  • Respond to user issues and questions in a timely and positive manner that builds loyalty to Nextdoor in Dutch, German and occasionally English
  • Help members resolve conflicts in a way that both upholds Nextdoor Guidelines and is fair to everyone
  • Provide feedback to members and neighbourhood Leads to help them act proactively to prevent disagreements from becoming uncivil
  • Guide users through the steps of joining or starting a Nextdoor website for their neighbourhood and helping it grow and become more active
  • Help to develop and implement programs and processes that enable Nextdoor to scale its support efforts
  • Ensure member support metrics are met
  • Be the voice of Nextdoor to our members
  • Help with app testing, translations, proofreading in Dutch and German

 

Skills and experience:

 

  • A passion for helping people
  • Exceptional written communication skills in Dutch and or German
  • The ability to work effectively and independently
  • The ability to quickly grasp technical concepts, analyse problems and implement creative solutions
  • Excellent eye for detail
  • Direct experience with Salesforce, or other customer support software, a plus
  • Experience with responding to customer requests through social media, a plus
  • Experience with editing, translating and proofreading, a plus
  • Experience with email marketing tools, a plus

 

Benefits:

 

  • Casual, open office environment
  • Company lunch on Wednesdays
  • 25% per hour extra during weekends and bank holidays
  • Central Amsterdam location close to awesome food, shopping, and transport options
  • Salary: 11euro/ hour