Customer Support + Community Manager

Position Title: Customer Support + Community Manager

Location: Remote

Job Type: Full-time

About Us: ProEd is a dynamic and innovative company who automate online coaching programs and communities with done-for-you customer success solutions. As we continue to grow, we are looking for a passionate and dedicated Customer Support + Community Manager to join our team.

Job Overview:

The Customer Support + Community Manager will play a pivotal role in ensuring our customers receive outstanding support and fostering a vibrant, engaged community for our clients.

This position requires a proactive individual who can manage customer inquiries, resolve issues efficiently, and create a positive, inclusive environment for our community members.

We use a Discord-like platform and need you in this platform, full-time, resolving problems. Our current client we need you for is sports betting, so please be okay with working on this project.

Key Responsibilities:

Customer Support:

– Respond promptly to customer inquiries via Discord-like interface.
– Troubleshoot and resolve customer issues efficiently, escalating complex cases as needed.
– Maintain a high level of customer satisfaction by providing professional and friendly support.
– Track and document customer interactions and feedback using CRM software.
– Identify and report recurring customer issues to improve products/services and customer experience.

Community Management:

– Develop and implement community engagement.
– Monitor and moderate community forums.
– Talk to customers, become ingrained in the forum, become an active member and not just a ‘moderator’.
– Create and curate engaging content for the community, including blog posts, FAQs, tutorials, and social media updates.
– Develop and maintain a knowledge base and other self-help resources for customers.

Analytics and Reporting:

Monitor customer support and community engagement metrics to assess performance and identify areas for improvement.
Provide regular reports on customer feedback, community engagement, and support team performance to senior management.

This position comes with promotional opportunities.