Community + Products Manager

Posted Jan 12, 2022, 10 views

OVERVIEW Full-time employee with six weeks paid vacation
* 30 hours a week (with option for 40 if preferred)
* Location: Remote, ideally based in North America (the company works on Eastern Time)
* Serves as the point person for our students inside paid groups and programs, and moderates our private communities to remain a helpful and supportive space
* Assists our CEO as the most knowledgeable person about our products, providing ongoing quality control checks, helping students, and proposing new content additions based on feedback
* Leads our customer service team overseeing 1-2 seasonal employees as the manager of our email and other inboxes
* Represents the company and therefore must be of high integrity and excellence
*QUALIFICATIONS
* Has performed similar roles possibly including community management and engagement, teaching, training others on systems, customer service, pastoral or counselling care
* Ideally has managed a team
* Strengths include:
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Problem solving: Thinks creatively and sees around corners for the next dominos a decision will lead to
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Gets humans: Passionate about helping people grow and able to synthesize the core elements that will serve them most depending on the topic or issue
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Customer care: Strong listening skills to decode what customers are desiring, find solutions to customer issues and solve them from arising for other customers
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Organized: Able to create and implement processes for consistent service across the brand
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Detail oriented: Catches typos, missing steps, and slows down to ensure high quality
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Gets marketing: Able to understand our ideal customers, how to communicate the value of our offerings, and synthesize feedback to improve our products
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Compassionate:** Deeply caring and able to express so in the written word with our community
A MONTH IN THE LIFE* Review and catalogue details of our products to own the customer experience, swiftly and accurately help students, and improve the impact of our teaching
* Brainstorm and research ideas to improve the customer experience with new offerings or elements, discuss with the team, then co-create or lead implementation
* Daily oversee our email and other inboxes managing 1-2 seasonal customer service team members and replying to customer queries in a timely manner
* Daily oversee our private paid communities providing support and writing emails/posts as reminders, updates, and engagement
* Gather, organize and utilize testimonials, feedback, surveys and commentary both positive and constructive criticism from our audience
* Understand all details of our current launches and promotions to be able to help customers swiftly and accurately
* Identify, track and interpret online community metrics such as engagement, attendance, volume
* Build relationships with both current and potential customers
* Have fun, do great work, make the world a little bit better, and come to love our incredible community!
To apply, please proceed to fill out our online application

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