Community Support Ambassador Role Description

<< Back to the role summary

Several team members at the in-person live event at UCLA in 2019. Carl Cincinnato is center with volunteers from different teams helping out at the event where over 300 people attended.

The Migraine World Summit is an annual live event that is held each year in March or April. It is available for free online. 

The Migraine World Summit provides an opportunity to improve patients’ and caregivers’ understanding of migraine and headache disorders by providing access to leading migraine experts, doctors and specialists from around the world. 

Our mission is to reduce the global burden of migraine. By giving access to many of the world’s top experts, information is shared that can be discussed with the patients’ healthcare professionals to improve health and wellness.

Please note that this role will begin interviewing in September but is now open to applications.

ROLE OVERVIEW

Community Support Ambassadors are responsible for providing support to participants to access the Migraine World Summit materials. The role encompasses answering any questions received during the Summit via emails (tickets) and live chats, and building a rapport with people from over 150 countries. Full training is provided enabling you to use your knowledge of migraine. It is expected that you would be comfortable working independently and as part of a knowledgeable, friendly and supportive team that currently spans 5 continents.

QUALITIES 

• You are genuinely excited to help people dealing with migraine 
• You are patient, empathetic, and love to engage with others in need via our customer platform
• You are a confident problem solver with a natural ability to troubleshoot and investigate when insufficient information is available 
• You are comfortable responding to sales and/or technical questions
• You are willing to ask for help when needed
• You can work both individually and as part of a team
• You are able to follow instructions and act on feedback 
• You are genuinely excited to help people dealing with migraine

RESPONSIBILITIES

• Participate in regular status meetings
• Attend regular training meetings – they will be made available to suit the group by time zone
• Answer tickets (participant emails) and live chats in a warm, professional manner
• Willing to ask for help when a ticket/email is outside scope to answer
• Able to research additional information when needed, e.g. Google unfamiliar migraine terms 
• Keep team updated on personal status (migraine attack, other commitments)

QUALIFICATIONS

• Solid knowledge of migraine 
• Strong English language skills
• Strong attention to detail 
• Comfort with technology
• Ability to think on feet especially when dealing with live chats

PREFERRED EXPERIENCE (helpful, but not required)

• Customer support experience
• Caring or technical background e.g. IT, teaching, medicine/nursing, counseling 
• Additional language skills, particularly Spanish and French
• Tech savvy

ADDITIONAL INFORMATION

Location: Flexible 

Timeframe/Hours: Minimum 8-10 hours/week; ideally must have time available to spread across the week. Time availability during Summit week is crucial, this may involve additional hours where possible.

Recruitment for this team commences in September.