About This Role

We are looking for a Community Support Intern who will be responsible for handling user queries, resolving grievances, and ensuring a smooth experience across all community touchpoints.

This role is critical in maintaining:

- User satisfaction
- Platform trust
- Community engagement

Key Responsibilities
1. User Support & Query Resolution

- Handle incoming queries from users across:
- WhatsApp
- App support
- Social media (if applicable)

Provide quick, clear, and helpful responses

2. Grievance Handling
Resolve user issues related to:

- Campaign participation
- Rewards / payouts
- App-related concerns

Ensure issues are closed within defined timelines

3. Escalation Management
Identify and escalate complex issues to relevant teams:

- Community
- Campaign
- Platform/tech

Follow up until resolution

4. Support Tracking & Documentation
Maintain logs of:

- User queries
- Common issues
- Resolution timelines

Help identify recurring problems and patterns

5. Improving User Experience
Share insights on:

- Common user complaints
- Gaps in communication or process

Suggest improvements to reduce future queries

Key Metrics You’ll Be Measured On





- Response time (speed of replying)
- Resolution time (speed of closing issues)
- Number of queries handled per day
- User satisfaction (quality of responses)
- Escalation accuracy

What We’re Looking For
Must-Have:

- Strong communication skills (clear, polite, structured)
- Ability to handle multiple conversations at once
- Problem-solving mindset

Good to Have:
Experience in:
Customer support / community handling

Familiarity with:
WhatsApp / chat-based communication
Google Sheets (basic tracking)

What Makes You a Great Fit

- You are patient and empathetic
- You can stay calm while handling complaints
- You take ownership of resolving issues end-to-end
- You are comfortable working in a rapid-paced environment

Position Details

DepartmentCommunity Growth & Management

LocationGhatkopar, Mumbai

Employment TypeInternship

Experience Required0-6 months+ Years

Ready to Join Our Team?

Take the next step in your career journey with Viral Fission. We're looking for passionate individuals who are ready to make an impact.

📌 Community Support Intern (India)
🏢 Viral Fission
📍 India