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. Over the next several weeks, we will be posting independent contractor positions through our Open projects page, seeking talented individuals for a variety of roles.
For this brief, we are looking to hire several independent contractor Community Support Specialists 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
Utilize Salesforce to manage a comprehensive customer service system; maintain a database of core responses to common community inquiries and manage our FAQs
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 an initial period of up to 3 months. The hourly wage is $20 per hour with a maximum of 20 hours per week. Working with the Senior Platform and Community Manager, Community Support Specialists 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 these community-facing positions. 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 within the time frame of Weekdays 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 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.
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.
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 3 months now, but haven’t gotten the greenlight yet. What can I do to improve my pitch process?
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.
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.
In the event you utilize any third-party materials, such as music provided by a third-party music provider not provided by Tongal, you must obtain full written license and consent from the owner of such third-party materials and provide such license and consent forms to Tongal.
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.
Submissions cannot contain any profanity, offensive language, nudity or otherwise objectionable material, the determination of which is solely at the discretion of Sponsor.
Submissions must not portray Sponsor in a negative way, the determination of which will solely reside with Sponsor.
Submissions must be in the English language or subtitled.
Limit 1 submission per member, per Phase.
You must be at least eighteen (18) years or older to enter.
The Sponsor reserves the right to repost the contest.
In addition to the judging criteria stated in the OFFICIAL RULES, Pitches will also be evaluated on that member's ability to fulfill the role based on past work experience.
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.