User Support Lead

vor 1 Tag


Zurich, Schweiz Restor Eco AG Vollzeit

User Support Lead

Location: Zurich, Switzerland (with the possibility to work remotely)

Would you like to work towards a purpose that motivates you and a project that will make the world a better place for generations to come? Are you tech-savvy and passionate about solving user challenges?

Restor is an open science platform that supports and accelerates the restoration and conservation of nature worldwide. Ecological restoration has the potential to draw down ~30% of accumulated global carbon emissions, improve food security for more than 1.3 billion people, avoid 60 percent of expected species extinctions. Restoration is also key to local and global climate resilience.

At Restor, we believe all of us have an impact on the land, whether we are farmers or gardeners, run community forestry projects, or manage pension funds with global investments. We also believe we can all contribute to the sustainable use of the land we depend on when we have the right tools.

Today, Restor serves a rapidly growing community of 7,000+ users, 77,000+ restoration initiatives, and hundreds of organizations around the world. We enable transparent monitoring of restoration progress and impact by providing instant access to data and promoting knowledge and resource sharing. Practitioners and funders alike have access to the insights they need.

Founded by ETH Zurich’s Crowther Lab and developed in collaboration with Google, Restor is an Earthshot Prize 2021 Finalist and an official partner of the UN Decade on Ecosystem Restoration.

As Restor’s User Support Lead, you will play a critical role in ensuring restoration projects around the world have an excellent experience with the Restor platform and receive swift, quality support. You will be responsible for professionalizing our current user support systems and ensuring they evolve with the growth of the platform and user community.

This is a great opportunity for early career professionals looking for growth and development. You will form part of the outreach team at Restor and will also work cross functionally with the product development and geospatial teams. The User Support Lead will report to the Head of Partnerships.

We are offering a full time, permanent position in an energetic start up environment and are looking for someone to start as soon as practical.

In this role you will be responsible for:

- Responding in a timely manner to service issues and requests, keeping response times low while maintaining a high level of service.
- Reporting internally on the ticket pipeline and ensuring reasonable turnaround time targets are in place.
- Setting up and managing user accounts, as required, and uploading and completing organizational profiles, site and collection data.
- Checking and uploading of user-submitted data files and managing their appearance on the platform.
- Performing periodic data quality checks on sites, users and organizational profiles, including sanity checks and detecting abuse.
- Keeping track of categorized support requests and providing feedback to the product and outreach teams on potential platform and admin tool improvements as well as relationship opportunities.
- Working with the partnership and product teams to choose and implement a user support software to meet the needs of a growing user community and new platform functionality
We’re looking for (need to haves):

- At least 2 years of experience in (technical) user support
- Experience with support platforms such as ZenDesk, FreshDesk and/or Intercom
- Passionate about helping people and working with a diverse range of users to solve the challenges they face
- Experience with bug reporting tools
- Fast learner and keen to improve things
- Excellent interpersonal skills
- Proactive, can-do attitude
- Proficiency in spoken and written English
To qualify for this role you need to be based in Switzerland and have a valid work permit, or be an EU national willing to relocate to Zurich.

We’re looking for (nice to haves):

- Basic knowledge of Geospatial Information Systems (GIS) and/or databases
- Experience in the restoration, ecology, or agroforestry space
- Understanding of, or experience in, multiple regional and international contexts
- Written and oral abilities in Spanish, French, Portuguese, Chinese, or another language are an asset but not required.

What’s next?

At Restor, we believe our team is strongest when we bring a wide variety of experiences and perspectives. We’re an equal opportunity employer and don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

Restor supports flexible and remote working options to create a family-friendly work environment and positively contribute to its employees’ work-life balance.

Other benefits of working at Restor include:

- Learn and grow with a highly-motivated international team with diverse backgrounds
- Opportunities for profess


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