Tongal has long believed in the idea that access to opportunities shouldn’t be determined by your zip code or who you know – your talent and drive should play the biggest role in your success. As remote work continues to become a necessary mainstay of our world economy, Tongal is passionate about creating even more opportunities for our community. 

For this brief, we are looking to hire an independent contractor Community Support Specialist for a 6-month period – beginning August 1st, 2021 – to help run our support channels and work hand-in-hand with the community team to better the Tongal experience for everyone! Below, we’ve outlined the main responsibilities of the Community Support Specialist role:   

• Respond to and resolve community requests and inquiries via email, site messages, forums and social media in a timely manner from beginning to end of the established case; ability to handle multiple cases concurrently
• Maintain ongoing familiarity with all of the current open projects on our site and provide educated, clear and thoughtful answers to project and site-related questions
• Provide support for major “tentpole” projects by writing new email templates and FAQs 
• Identify and report trends and friction points to the Community team
• Collaborate with the tech team to report and resolve site bugs, alleviate user frustration and help drive quality changes that improve overall user experience as well as help communicate the roll-out of new site features and updates

Tongal is looking for help to manage our support channels (email, social, and online forums) and moderate our community forums. This role is an entirely remote, independent contractor position for up to 6-months. The hourly rate is $20 per hour with a maximum of 20 hours per week. Working with the Senior Platform and Community Manager, the Community Support Specialist will be responsible for ensuring that members of the Tongal community experience best-in-class customer service and support in all stages of their engagement with the Tongal platform. The ideal candidates will ensure that issues are quickly resolved with an empathic and helpful attitude.

In true Tongal form, we’re using the Tongal process to fill this community-facing position. So go ahead and show us that you know Tongal the way only our creators do!

WE ARE LOOKING FOR:

• Individuals passionate about customer service and supporting a vibrant global creative community
• Excellent written and verbal communication skills with meticulous focus on spelling and grammar
• Ability to master the Tongal voice and willingness to incorporate feedback
• Deep understanding of the Tongal creative process and website policies
• Understanding, empathy, patience when it comes to resolving issues
• A passion for film/video production, the filmmaking community, video content and digital media
• Capacity to work independently and thrive in a fast-paced environment

TIMELINE: For the full project timeline please see the Assets section.

 

EXECUTIONAL MANDATORIES: 

• MUST be available to work up to 20 hours a week
• MUST be available for at least 2 hours on Weekdays within the timeframe of 9am PT - 6pm PT to aid in communication
• MUST be willing to work for $20 per hour
• MUST have a minimum of 1-2 years of professional experience in communications, community management, customer service and/or a related field
• MUST provide your own reliable computer and internet connection
• MUST demonstrate your ability to helpfully answer common community support issues by answering these three questions as part of your Pitch:
  • Hey, I’m not a filmmaker, but I like being creative! Is Tongal for me and how can I get involved?
  • How do I confirm my submission has been received?
  • I’ve been pitching on Tongal for 3 months now, but haven’t gotten the greenlight yet. What can I do to improve my pitch process?

The Tongal team will carefully consider each application submitted for the role of Community Support Specialist, however, we cannot guarantee the selection of one or more applicants as a result of this project and will retain the right to close the project at any time without making a definitive decision.

This project is to find independent contractors to assist with Tongal. Nothing in this project is intended or should be construed as potentially creating an employment position with Tongal.  The position described by this project is NOT an employment position. Please also note that you will not be reimbursed for out-of-pocket expenses. 

Know someone who might be a great fit? Refer them! You’ll earn $100 for each referral that’s brought on as an independent contractor or gets the greenlight in any Tongal project for the first time. You can generate your referral code under the 'Invite A Friend' section on our referrals page.

In order to be considered for this position, you must include the below materials in your pitch submission.

• APPLICATION (REQUIRED): 500 characters or less synopsizing your professional background and why you’d be a great fit for the Community Support Specialist role.
• RESUME (REQUIRED): Yup, we still want to know your credentials so give us that resume!
• SAMPLE SUPPORT CASE RESPONSES (REQUIRED): Upload a Word document or PDF containing your responses to the following three sample community support questions. You can download a Word doc with all three here.

1. Hey, I’m not a filmmaker, but I like being creative! Is Tongal for me and how can I get involved?

2. How do I confirm my submission has been received?

3. I’ve been pitching on Tongal for a while, but haven’t gotten the greenlight yet. What can I do to improve my pitch process?

• PITCH VIDEO (Optional -- but highly recommended): This is your opportunity to be face-to-face with the Tongal team and show us what you're capable of. Consider submitting a pitch video in which you tell us why you’d be a great fit for the role of Community Support Specialist. For some examples of effective pitch videos, check out this gallery. All pitches will remain private until after we make our final decisions.

1. Community Support Specialist Contractors will NOT be entitled to any of the benefits that Tongal may make available to its employees, including, but not limited to, group health or life insurance, profit-sharing or retirement benefits. Because Community Support Specialist Contractors are independent contractors, Tongal will not withhold or make payments for social security, make unemployment insurance or disability insurance contributions, or obtain workers’ compensation insurance.

2. Unless provided otherwise, all work must be your own original creation and free of any copyrighted material. You shall provide detailed information of your work regarding the source, the creator and background information as requested by Tongal.

3. BY SUBMITTING AN ENTRY, YOUR SUBMISSION IMMEDIATELY BECOMES THE SOLE PROPERTY OF TONGAL OR ITS ASSIGNEES - SEE OFFICIAL RULES FOR MORE DETAILS ABOUT OWNERSHIP OF ENTRIES. YOU MAY NOT PUBLICLY SHARE OR PUBLISH YOUR SUBMISSION IN ANY MANNER AND YOU MAY NOT POST OR UPLOAD YOUR SUBMISSION TO ANY WEBSITE OR VIDEO HOSTING SITE (INCLUDING, BUT NOT LIMITED TO, FACEBOOK, YOUTUBE OR VIMEO), WITHOUT THE PRIOR EXPRESS WRITTEN CONSENT OF TONGAL. FAILURE TO COMPLY WITH THIS REQUIREMENT MAY RESULT IN DISQUALIFICATION OF YOUR ENTRY IN THE PROJECT.

4. You may not contact any employees or members of the Sponsor’s organization, their affiliates, or any of their partners. Failure to comply with this requirement may result in disqualification of your entry in the project.

5. Submissions cannot contain any profanity, offensive language, nudity or otherwise objectionable material, the determination of which is solely at the discretion of Sponsor.

6. By submitting to this project, you acknowledge that your work may become subject to public voting on the Tongal site. Public voting may be used to help the project sponsor determine the final rank order.

7. Limit 1 submissions per member.

8. You must be at least eighteen (18) or ideally twenty-one (21) years of age or older to enter. The Sponsor reserves the right to repost the contest at their discretion.

9. See OFFICIAL RULES for additional contest information, terms and conditions. If there is any conflict or inconsistency between these requirements and the Official Rules, the terms and conditions of these requirements shall prevail.