Community & Support Manager - Remote

Overview

The Community & Support Manager serves as the first point of contact for users on the platform, assisting them in navigating and utilizing the services effectively.

In Short

• First contact for users on the platform.
• Respond to inquiries via email and explain processes.
• Assist users with verification and technical issues.
• Handle complaints empathetically and seek resolution.
• Monitor and respond to inquiries on social media and review platforms.
• Gather community feedback and relay it to internal teams.
• Support the team lead with technical configurations in customer support software.
• Work closely with the tech team for minor technical adjustments.
• Document internal processes and propose improvements.

Requirements

• Experience in customer support or community management.
• Technically savvy and able to work with tools and systems.
• Structured and solution-oriented mindset.
• Ability to handle routines independently.
• Self-organized and reliable.
• High level of empathy and understanding for users.
• Ability to maintain composure in stressful situations.
• Clear and friendly communication skills.
• Familiarity with MS Office and Google Suite.
• Bonus: Experience with Zendesk, Salesforce, or similar systems.
• Bonus: Understanding of ticket workflows and API integrations.
• Bonus: Experience in social media support.
• Bonus: Knowledge of feedback and bug tracking systems.

Benefits

• Meaningful job with a positive impact on the community.
• Work in a cheerful and experienced team.
• Opportunities for active contribution and responsibility.
• Monthly additional income via SpenditCard.
• 30 vacation days per year and options for workation and sabbaticals.
• Strengths-based development culture.
• Workplace in Berlin-Kreuzberg with regular team events.
• Hybrid work model with office and remote days.