Say hello to opportunities.

 It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in  UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in.  We’re currently looking for an Advanced Community Engagement Specialist. This is a new role reporting to the Customer Experience and Success team. The role primarily manages the education and support of RingCentral customers and potential customers in two main community forums: The RingCentral Community and r/RingCentral. 

This role will help expand RingCentral self-service efforts by coordinating and organizing responses to customer inquiries. This role is highly visible across multiple departments and requires someone with a strong ‘can-do’ attitude, willingness to jump in and is able to manage timely deliverables with excellent communication and cross-functional partnering skills.

Job Duties:

• Apply knowledge of RingCentral services, VoIP technology, and networking hardware and software

• Respond to customers with well-researched and validated technical support, working cross functionally to escalate and resolve inquiries as needed

• Provide quick and accurate handling of social support interactions and redirects with the highest degree of courtesy and professionalism

• Understand the tone, tenor and landscape of reddit when responding to inquiries and comments 

• Contribute to development of reddit response and community development strategy

• Respond to community threads with a positive and authentic persona

• Maintain up-to-date RingCentral product knowledge and assist customers with troubleshooting and workarounds in the Ideas portal

To succeed in this role you must have experience in:

• Customer support: ability to explain solutions to customers clearly and with empathy to their current situation

• Technical troubleshooting: handle various types of customer problems, accurately diagnose issues, and implement appropriate solutions

• Reddit: understand user profiles and community norms for successfully communicating in subreddits 

Desired Qualifications:

• 2 to 5 years of professional experience moderating customer communities, subreddits, or other customer facing threads

• 2 years or more of industry/VoIP technical support experience

• Learns quickly and asks questions

• Strong interpersonal skills, ability to convey and relate ideas to others clearly and precisely

• Excellent customer service orientation with a focus on empathy

• Strong initiative and creativity applied through technology

• Vibrant and energetic attitude, willingness to perform and get things done

• Experience with social media, reddit and other community platforms

• Understanding of the landscape of reddit and how to develop relationships in customer communities

• Very strong time management and personal management skills

• Bachelor's degree or equivalent military and/or work experience

What we offer:  

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave and new parent gift boxes

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Free legal services that provide legal advice, document creation and estate planning

• Employee bonus referral program

• Student loan refinancing assistance

• Employee perks and discounts program

RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily.  As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, the compensation range for this position is between $58,100 and $107,900 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

This role has an application deadline of February 3rd, 2024. Please apply prior to the deadline to be considered for the role.

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