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- Tasks: Manage inbound communication and feedback from partners and users, shaping mapping technologies.
- Company: Join a dynamic team supporting Meta’s mobile apps and AR products.
- Benefits: Enjoy a fully remote role with competitive pay and potential contract extension.
- Why this job: Make a real impact by empowering diverse communities to achieve their mapping goals.
- Qualifications: 3+ years in Customer Service, strong communication skills, and a self-starter attitude required.
- Other info: Willingness to travel quarterly within the US is a plus.
We are looking for a Community Support Manager who will help to manage inbound communication and feedback from our partners and users. The right candidate will be motivated to support the development of internal mapping technologies being deployed in Meta’s mobile apps and AR products. The candidate will enjoy supporting the wide variety of groups utilizing our maps including urban mobility groups, the humanitarian sector, universities, governments, companies large and small, volunteer groups, and many more. The insights gained through these interactions help to shape the priorities of our Maps team and identify the most important work to be done. The Community Support Manager role also plays a pivotal role in shaping public perceptions of the Maps Team by empowering our diverse community to achieve their mapping goals.
Responsibilities:
- Respond timely and effectively to incoming support requests across various channels.
- Communicate issues and opportunities received via support channels to the rest of the team.
- Utilize external and internal task tracking tools to categorize the most significant issues affecting our community.
- Utilize external and internal task tracking tools to highlight feature requests and future product improvements.
- Review and iterate upon our issue tracking dashboards.
- Prepare and present reports to the team that shed light on our support system, issue resolution metrics, and commonly reported issues.
- Update help documentation so that our community can find clear answers in a timely manner.
- Identify opportunities for improvements across our apps, website, tools, and communication to provide our community with a better product experience.
- Support campaigns we are running by working with our Community team to help new users get started.
- Assistance with marketing campaigns and communication efforts when required.
- Willing to travel up to once a quarter within the United States to meet with team members and community partners.
Minimum qualifications:
- 3+ years of experience in a Customer Service function.
- Strong written and verbal communication skills in English.
- Flexibility with working hours to help facilitate early morning calls with Europe or late afternoon calls with North America, depending on where the candidate is based.
- A self-starter attitude and a willingness to find solutions to problems that are not always clearly defined.
Preferred qualifications:
- Experience working with customer support systems.
- Bachelor of Geospatial Information Systems or a similar degree.
- Knowledge of OpenStreetMap and the community contributing to it.
- Experience working remotely in a globally distributed team.
- Community management experience is highly valued.
Customer Success Manager employer: Russell Tobin
Contact Detail:
Russell Tobin Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with the tools and platforms commonly used in customer support, such as ticketing systems and communication channels. Being well-versed in these tools will not only help you during the interview but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Engage with communities related to geospatial information systems and mapping technologies. This could involve joining forums or social media groups where you can learn about current trends and challenges, which will give you valuable insights to discuss during your interview.
✨Tip Number 3
Prepare to showcase your problem-solving skills by thinking of specific examples from your past experience where you've successfully resolved customer issues. Highlighting your ability to navigate complex situations will resonate well with the hiring team.
✨Tip Number 4
Research StudySmarter's community initiatives and any recent projects related to mapping technologies. Understanding our mission and how you can contribute will help you articulate your passion for the role and align your goals with ours.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and community management. Emphasise any specific achievements or projects that demonstrate your ability to support diverse groups and manage communication effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of the importance of community feedback in shaping product development, and provide examples of how you've successfully managed similar responsibilities in the past.
Showcase Communication Skills: Since strong written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly articulates your thoughts. Consider including a brief example of a challenging communication scenario you navigated successfully.
Highlight Flexibility and Remote Work Experience: Mention your flexibility with working hours and any previous remote work experience. This will show that you can adapt to different time zones and collaborate effectively with a globally distributed team.
How to prepare for a job interview at Russell Tobin
✨Showcase Your Communication Skills
As a Community Success Manager, strong written and verbal communication skills are crucial. Prepare to demonstrate your ability to articulate ideas clearly and effectively during the interview. Consider sharing examples of how you've successfully communicated with diverse groups in previous roles.
✨Highlight Your Problem-Solving Abilities
The role requires a self-starter attitude and the ability to find solutions to undefined problems. Be ready to discuss specific instances where you've identified issues and implemented effective solutions, particularly in customer service or community management contexts.
✨Familiarise Yourself with Relevant Tools
Knowledge of customer support systems and task tracking tools is essential. Before the interview, research common tools used in the industry and be prepared to discuss your experience with them. This will show that you are proactive and understand the technical aspects of the role.
✨Demonstrate Your Passion for Community Engagement
This position involves empowering a diverse community. Share your experiences in community management and how you've engaged with users or partners in the past. Highlight any initiatives you've led that improved user experience or fostered community growth.
