Community Team Member - Freelance

Not all heroes wear capes — but plenty of them use toilet paper Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion! Funny name, serious business We make eco-friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $18 million AUD (roughly $12.5 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good. With hubs in Australia, the Philippines, China, the US, UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services. A bit about the role As our Community Team Member, you are the voice of our brand in the public square. This isn't just about "answering tickets"—it’s about delivering exceptional, human customer support experiences across our social media channels to ensure every interaction feels delightful. This role is a vital backfill to ensure our community always feels heard, especially during our busiest peak moments. You’ll be the bridge between our customers and our mission, translating cultural nuances across the AU, UK, and US markets while maintaining the genuine warmth and wit that makes us who we are. This is a freelance, remote position designed to give us the agility to support our global community when they need us most. We are looking for someone who can commit to at least 20 hours per week, with the flexibility to scale up to 40 hours a week (8 hours per day) during high-volume ticket periods and holiday seasons. The Ideal Schedule: Weekend and holiday availability is an absolute must for this role. This position is explicitly built to provide essential coverage on the days our full-time team is offline. Your ideal roster will run Thursday through Monday (with Tuesday and Wednesday as your standard Rest Days) to ensure our community is supported 365 days a year. If you worked here this past month here are some things you might have been involved in Public Brand Ambassador: You managed high-volume interactions across comments, DMs, and reviews, mirroring our brand voice with empathy and professional clarity. Creative Problem Solving: You investigated a complex shipment delay or discount code glitch independently, finding "win-win" solutions before escalating. Cultural Connection: You navigated a sensitive public conversation, using your social awareness to cut through cultural barriers and keep our community feeling supported. Sharing Insights: You noticed a recurring theme in social feedback and flagged it during a huddle to help improve our "Help Centre" or internal workflows. Tooling Mastery: You seamlessly switched between tools like Zendesk, Sprout Social, and Shopify to keep our response times sharp and our quality scores high. Let’s talk about you You’re a High-Performance Communicator You have 2-3 years of experience managing social media support for high-volume brands. You’re a sharp writer who can handle difficult or sensitive situations in a public forum with grace, ensuring every customer feels heard and valued. You’re Resilient and Curious You don’t just fix the "what"; you dig into the "why". You thrive in fast-paced environments, managing your own "energy drains" during busy periods to stay consistent and positive under pressure. You give a crap Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too! Why should you work with us? First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we’re in very good company with other exceptional B Corps around the world. We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right). Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well, we couldn’t be more proud of that. Have you made it this far? If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.