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Manager, Community Support, (Technical Support) -   North America

About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center & business by unifying data from multiple sources & enabling companies to deliver effortless, consistent & personalized service & support through a single timeline view.

Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away Travel, Glovo, Mirror & Farmers Dog.  Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum & Jeremy Suriel, raised over $176.5M in venture funding, & is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures & Social Leverage.

About the Role

Our Customer Experience team is responsible for designing & delivering world-class experiences for our customers. We partner with our customers to understand their goals & work towards providing value while driving long-term relationships for mutual success. As a Manager, Community Support, you are customer obsessed, highly technical, & show a strong sense of ownership & determination to get things done. 

The Kustomer Support Communitys mission is to create a collaborative space for our customers to learn, grow, & share with one another as they progress on their journey with us. Our forum will serve as the primary support channel for all customers to ask questions, share best practices, & learn from other businesses before they reach other Support Channels.  We are looking for an experienced Community Manager to help support our customer base & deliver an incredible one-to-many support forum experience.  

In this role, youll provide an incredible forum experience for Kustomers customers by making the Community a place for customers to find easy access to common questions.   You will be directly responsible for managing a team of Technical Support Community Moderators to effectively support our customers who engage with us via the Support Community.  Youll work cross-functionally across Customer Success, Professional Services, Support, Product, & Marketing to drive forum adoption & engagement & will take on new goals & projects as Kustomer continues to find opportunities to drive customer value. 




You'll be responsible for:

  • Working hand in hand with support & product leadership on reducing support tickets.  
  • Analyzing self-service needs & writing corresponding self-service content (Q&A articles) to address any gaps in coverage
  • Monitoring all posts on the Support Community daily & ensuring that all discussions are responded to in a timely manner & with a high CSAT
  • Identifying KPIs & metrics that can be used to measure the health of our customer-facing content
  • Creating, iterating & documenting forum processes, policies, & standards in conjunction with our support team & product teams
  • Developing strategies for improving the quality of content being produced & for promoting usage of that content
  • Setting clear goals & driving ongoing improvements for team operations & customer experience.  
  • Coaching & mentoring a team of 2 Support Community Moderators 
  • Collaborating with customers, developers, partners, & departments such as Customer Success, Marketing, Product & Support to create a world class support experience via our forum
  • Developing & maintaining strong product knowledge & becoming an expert on the use of Kustomer
  • Producing online community-focused events 
  • Actively participating in slack channels, forums, responding to technical questions, & sharing product knowledge with colleagues across the company

Your qualities:

  • You possess 5+ years relevant work experience in one or more of the following: Customer Support, Software Development, CRM Implementations or Solutions Engineering;  experience with SaaS companies & startups a must
  • You possess excellent written & verbal communication skills
  • You are passionate about community best practices, principles, concepts, & technologies
  • You have the ability to work across all functional organizations as well as levels in the organization
  • You are passionate about creative problem solving for customers & internal teams
  • You love learning a product inside & out, & educating customers on exciting new features & industry best practices
  • You have team management experience & enjoy leading individuals & projects
  • Demonstrated experience with building a framework for knowledge management & familiarity with knowledge-centered support best practices
  • Proficiency with CSS, HTML, & Javascript for the purposes of content authorship
  • Knowledge of design tools like Sketch, Adobe Photoshop, & Adobe Illustrator
  • Solid analytical & troubleshooting skills specific to cloud hosted software issues
  • Programming experience or knowledge of programming languages/technologies especially JavaScript, JSON, Rest API, HTML
  • Ability to work self-sufficiently & drive client & partner engagements to success without supervision
  • Ability to work with conflicting priorities, take initiative, & maintain a customer-centric focus
  • Previous experience with Kustomer preferred

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, & a flexible vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds & perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, & do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

 
 
 
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