The Internet Archive is expanding our “Patron Services” team. The Patron Services Specialist operates similarly to customer service, quality assurance, trust and safety or content moderation. 

This is a unique opportunity to have a major impact on the complete range of services provided by the Internet Archive, one of the world’s premier libraries and the 2nd most popular non-profit website.

Responsibilities:

• Help the organization provide responsive, friendly, helpful and multi-platform (e.g. phone, email, Web, Chat, Social Media) support services that will result in a general and public perception of the Internet Archive as a caring, responsive organization that is passionate about providing patrons with the highest quality of information and service.

• Maintain strong domain knowledge of trust & safety, risk, including new techniques and technologies available.

• Represent the voice of the patrons and champion their needs and desires throughout the organization.

The perfect candidate will be an excellent written and verbal communicator.  They will be a clear thinker who demonstrates good judgment and excellent problem solving skills.  They will be careful, quick, collaborative by nature, cheerful with a passion for service.  They will be a fast learner, able to follow written and verbal instructions , happy and comfortable to multitask, and be good with numbers. They will have above average familiarity with the Web, social media, and standard computer software tools and techniques. 

Requirements:

• University/College degree or equivalent practical experience

• Excellent written and verbal communication skills

• Great organizational and time management skills

• Strong decision-making and problem solving skills

• Meticulous attention to detail

This is a fully remote position that requires a flexible work schedule including some weekend, and holiday time. To apply, go to archive.org/jobs.

The Internet Archive provides a comprehensive benefits package including; PTO, paid holidays, and medical benefits. Depending on where you live, we also provide  additional benefits.

At the Internet Archive, we believe we do our best work when our employees bring together diverse ideas. Members of all groups under represented in the tech industry and library world are strongly encouraged to apply. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable country or local laws.