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Community Manager

@ Tribe Plartform


Remote?

fulltime

Contract Typepermanent
Experience Level5Year (s)

More Info:

About Community Manager Role


We are looking to hire a Community Manager to help lead the strategy and execution of our own customer support community (using Tribe!). This is a key role at Tribe, as it's vital that the company showcases to its customers how we use our own product to serve their needs. Reporting directly into our COO & Co-founder and working in partnership with our Directors of Marketing, Customer Success, and Sales, this person will be responsible for embedding the community strategy across all of our departments and driving engagement in our community.


As a Community Manager, you will:

  • Lead the strategy, execution, and maintenance of Tribe's online support community.
  • Be "the face" of Tribe within our support community.
  • Work with the rest of the Customer Success team to ensure that all self-serve content is consistent across all support channels such as our Community, Knowledge Base, Live Chat, Email, and more!
  • Enable Tribe's customers to self-serve through useful content about Tribe's suite of product features and 3rd party integrations within the community.
  • Work cross-functionally with sales, marketing, product, engineering, and customer success to ensure community content is up to date.
  • Ensure new product features and enhancements are properly scheduled and advertised within the community upon launch with robust content and how-to videos that generate engaging discussions with our customers.
  • Continuously monitor and moderate new posts, comments, and members added to the community.
  • Engage our customers within the community through strong community programs such as AMAs, virtual events, webinars, feedback surveys, contests, and more.
  • Ensure product requests and reported bugs are properly documented and handed off to Tribe's product and engineering teams for review.
  • Analyze community content to suggest effective solutions to increase customer satisfaction and net promoter scores.
  • Analyze community engagement to measure ROI (Return on Investment)
  • Develop relationships with strong customer evangelists within our support community.
  • Short Term: willingness to get your hands dirty and speak directly with our customers over our customer support channels such as Live Chat and Email.


Requirements

  • 5+ years experience in a Community Management role preferably in a software/SaaS company.
  • Strong project management skills and the ability to context switch between strategy and execution.
  • Experience running community campaigns such as AMAs, virtual events, webinars, and feedback surveys.
  • Proficient experience using CRM/Email/Chat tools.
  • Obsessed with the customer experience and genuinely empathized with our users.
  • Solid understanding of marketing, customer success, and product strategy in a startup SaaS environment.


Benefits

At Tribe, you’ll be at the forefront of changing how businesses and owners foster community with their customers. All our team members have ownership; they are given the autonomy to have a strategic impact in how we scale and are also given equity in Tribe.

In addition to having an entrepreneurial role here, you’ll have the freedom to work from where you want, during the hours that work best for you and your team. We are a fully distributed workplace with an incredibly diverse team from all over the globe. To enable our team, we have competitive health benefits, vacation, flexible schedule, home office stipends, and other work policies built to make a global team thrive.

As we continue to grow with customers and team members across the world, we are committed to cultivating an environment where everyone’s unique perspectives are heard and valued. Tribe is an equal opportunity employer. The diversity of our team will enable us to build the most inclusive product and workplace possible. We encourage applications from all backgrounds, identities, abilities, and life experiences.

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