Digital Community Liaison Operator

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Main Purpose of the Job:

The Digital Community Liaison Operator will support Afghanistan Signpost–Beporsed’s mission to provide accurate, accessible, and trusted information to Afghans in Afghanistan and across the region. The assistant will engage with users across Beporsed’s digital platforms (e.g., website, Facebook, Instagram, WhatsApp), respond to inquiries, moderate content, and help users navigate services provided by humanitarian, legal, and resettlement organizations. This role requires fluency in Dari, Pashto, and English.

Duties and Responsibilities:

• Facilitate two-way communication with targeted users by promptly responding to inquiries.
• Respond to user queries, messages, and comments on Facebook, Instagram, WhatsApp, and the website in a professional and empathetic manner.
• Provide clear, timely, and accurate information to Afghan users, considering the relevant moderation guidelines.
• Help create, update, and maintain the Frequently Asked Questions (FAQs) database.
• Monitor user feedback and identify emerging needs to support content development and planning.
• Work closely with the editorial and community teams to ensure responses follow relevant policies, guidelines, and reflect the organization's tone.
• Escalate complex or sensitive issues to relevant team members, following internal procedures.
• Uphold user confidentiality and contribute to a culture of accountability and transparency.
• Support the management of relationships with clients and audiences on behalf of Afghanistan's Signpost by regularly monitoring Beporsed’s digital platforms.

Qualifications and Requirements:

• Bachelor’s degree in communications, journalism, International Relations, Marketing, Business Development, Literature, Law, Social Sciences, or a related field.
• Minimum of 1 -2 years of experience in writing, research, media, communications, or call center work.
• Strong communication skills, with demonstrated experience in community engagement and customer service.
• Excellent reading, writing, and comprehension skills in Dari and Pashto; strong reading and comprehension skills in English.
• High emotional intelligence; respectful of diverse backgrounds; team player; flexible and able to work under pressure.
• Proficient in computer use, including familiarity with Windows, Android, Skype, Microsoft Office Suite, and Google Docs.
• Strong attention to detail, ability to collaborate within a team, adaptability, and openness to feedback and guidance.
• Female candidates are strongly encouraged to apply.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

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