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For Companies At a Glance
- Tasks: Support a diverse community by gathering feedback and driving product improvements.
- Company: Join a global tech leader revolutionising mapping technologies for mobile apps and AR.
- Benefits: Enjoy competitive pay, remote work options, and access to free online training.
- Why this job: Make a real-world impact while shaping the future of mapping technologies.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: This is a 12-month contract with opportunities for travel within the US.
The predicted salary is between 44000 - 49000 £ per year.
Join a pioneering team at a global technology leader developing cutting-edge mapping technologies used in mobile apps and AR products. As a Community Support Manager, you will be the vital link between a diverse community of users and the internal development team, ensuring that feedback is heard and acted upon. Your insights will directly shape the future of these technologies, empowering users ranging from urban mobility groups and humanitarian organizations to universities, governments, and businesses of all sizes. This is your chance to make a real-world impact by helping people achieve their mapping goals.
Be the Voice of the Community: Championing User Needs and Driving Product Improvement.
This is a 12 months contract, offering £54,995 – 61,000 per annum, pro rata (PAYE).
In this dynamic role, you will act as a key point of contact for a diverse community of users, ensuring their feedback shapes the evolution of critical mapping technologies. You will be instrumental in identifying key issues, prioritizing feature requests, and ensuring a smooth and positive user experience. This is a unique opportunity to contribute directly to the development of technologies that are changing the way people interact with the world.
Responsibilities
- Provide timely and effective support to incoming requests from partners and users across multiple communication channels.
- Clearly communicate user feedback, issues, and opportunities to the internal development team.
- Categorize and track significant issues impacting the community using internal and external task management tools.
- Identify and document feature requests and potential product improvements for future development.
- Analyze and refine issue tracking dashboards to provide actionable insights.
- Prepare and present reports on support system performance, issue resolution metrics, and common user challenges.
- Maintain and update help documentation to ensure users have access to clear and timely information.
- Proactively identify opportunities to improve apps, websites, tools, and communication strategies to enhance user experience.
- Collaborate with the Community team to support user onboarding and engagement campaigns.
- Assist with marketing and communication initiatives as needed.
- Travel occasionally within the United States to meet with team members and community partners (up to once per quarter).
Must-Have Qualifications
- Experience in a customer service role.
- Excellent written and verbal communication skills in English.
- Flexibility to participate in early morning or late afternoon calls to accommodate different time zones.
- Self-starter attitude and a proactive approach to problem-solving.
- Strong product troubleshooting skills.
Nice-to-Have Qualifications
- Experience with customer support systems.
- Bachelor's degree in Geospatial Information Systems or a related field.
- Familiarity with OpenStreetMap and its contributing community.
- Experience working remotely as part of a globally distributed team.
- Community management experience.
The shortlisted candidates will be contacted by EOD on Tuesday 17th June.
Community Support Manager employer: Aquent
Contact Detail:
Aquent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Community Support Manager
✨Tip Number 1
Familiarise yourself with the latest trends in community management and customer support. Understanding the tools and techniques used in these areas will help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Engage with online communities related to mapping technologies and customer support. This will not only expand your network but also give you insights into user needs and challenges, which you can bring up in your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully handled user feedback or resolved issues in previous roles. Being able to share concrete experiences will showcase your problem-solving skills and proactive approach.
✨Tip Number 4
Research the company’s products and their impact on various communities. Showing that you understand their mission and how you can contribute will set you apart from other candidates.
We think you need these skills to ace Community Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and community management. Emphasise any roles where you acted as a liaison between users and development teams, showcasing your ability to communicate user needs effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for community support and technology. Mention specific examples of how you've successfully managed user feedback in the past and how that aligns with the responsibilities of the Community Support Manager role.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, consider including a brief section in your application that demonstrates your ability to convey complex information clearly. This could be a short example of a report or presentation you've prepared.
Highlight Problem-Solving Abilities: Provide examples in your application that illustrate your proactive approach to problem-solving. Discuss specific challenges you've faced in previous roles and how you addressed them, particularly in a customer service context.
How to prepare for a job interview at Aquent
✨Understand the Community's Needs
Before your interview, take some time to research the community you will be supporting. Familiarise yourself with their common challenges and needs, as well as how the company's mapping technologies can address these. This will help you demonstrate your understanding of the role and show that you are genuinely interested in making a positive impact.
✨Showcase Your Communication Skills
As a Community Support Manager, excellent communication is key. Prepare examples of how you've effectively communicated user feedback or resolved issues in previous roles. Be ready to discuss how you would convey complex information clearly to both users and the internal development team.
✨Highlight Problem-Solving Abilities
This role requires a proactive approach to problem-solving. Think of specific instances where you've identified issues and implemented solutions. Be prepared to discuss your thought process and how you prioritise tasks when faced with multiple requests from users.
✨Familiarise Yourself with Relevant Tools
If you have experience with customer support systems or task management tools, make sure to mention it during your interview. If not, do a bit of research on common tools used in community management and support. Showing that you're tech-savvy and willing to learn will impress your interviewers.
