Remote job
Community Support Manager
Job details
About this role
Role overview
Help members resolve questions and product issues through thoughtful, personal support. The role combines email service with troubleshooting, follow-up, and analysis of recurring needs so the support experience can improve over time. You’ll work with a global support team and partner with community leadership and teams across the organization; discretion is essential when handling private information.
Responsibilities
- Respond to member inquiries by email with accurate, clear, and considerate guidance. - Understand each person’s concern and tailor responses with empathy and care. - Investigate product or service issues, identify likely causes, offer solutions, and follow up to confirm resolution. - Share recurring issues, emerging trends, and member feedback with relevant teams. - Review support data and suggest ways to improve service quality and team efficiency. - Support product testing and quality checks for releases, and contribute to better support policies and workflows.
Requirements
- Customer service experience in any industry. - Strong written and verbal communication, active listening, and attention to detail. - Sound judgment, critical thinking, and problem-solving skills, including a calm approach to conflict. - Patience, empathy, and a commitment to providing a high-quality, individualized service experience. - Ability to protect sensitive and confidential information. - Comfort working in a fast-paced environment and collaborating with a distributed team.
Nice to have
- Background in hospitality, member services, or another high-touch support setting. - Familiarity with a support platform such as Zendesk. - Familiarity with the app and its community.
Benefits and work setup
- Fully remote, with schedules that include weekend coverage. Shift patterns may include Sunday–Thursday, Thursday–Monday, or other stated rotations; early morning or late evening work depends on time zone, and some public holidays are included. Schedules may change as business needs evolve.