Company: Tribe
Website: https://tribe.so
Headquarters: Toronto, Ontario, Canada
We're Tribe, a fast-growing B2B SaaS startup, empowering the new generation of online communities. We help companies drive growth and engagement by enabling their users to discuss and connect in their branded community.
We are looking to hire a Community Manager to help lead the strategy and execution of our own support community. This is a key role at Tribe, as it's vital that the company showcases to its customers how we use our own product to serve their needs!
- Lead the strategy, execution, and maintenance of Tribe's online support community.
- Be "the face" of Tribe within our support community.
- Work with the rest of the Customer Success team to ensure that all self-serve content is consistent across all support channels such as our Community, Knowledge Base, Live Chat, Email, and more!
- Enable Tribe's customers to self-serve through useful content about Tribe's suite of product features and 3rd party integrations within the community.
- Work cross-functionally with sales, marketing, product, engineering, and customer success to ensure community content is up to date.
- Ensure new product features and enhancements are properly scheduled and advertised within the community upon launch with robust content and how-to videos that generate engaging discussions with our customers.
- Continuously monitor and moderate new posts, comments, and members added to the community.
- Engage our customers within the community through strong community programs such as AMAs, virtual events, webinars, feedback surveys, contests, and more.
- Ensure product requests and reported bugs are properly documented and handed off to Tribe's product and engineering teams for review.
- Analyze community content to suggest effective solutions to increase customer satisfaction and net promoter scores.
- Analyze community engagement to measure ROI (Return on Investment)
- Develop relationships with strong customer evangelists within our support community.
- Short Term: willingness to get your hands dirty and speak directly with our customers over our customer support channels such as Live Chat and Email.
Requirements
- 2+ years experience in a Community Management role preferably in a software/SaaS company.
- Experience running community campaigns such as AMAs, virtual events, webinars, and feedback surveys.
- Solid understanding of software development and product strategy in a startup SaaS environment.
- Passion for community building and community software.
- Proficient experience using CRM/Email/Chat tools.
- Excellent written and oral English communication skills.
- Obsessed with the customer experience and genuinely empathize with our users.
- Excellent time management and prioritization skills and can handle multiple tasks with ease.
- Organized and self-sufficient.
Benefits
- Competitive salary, bonus, and stock options
- Full health benefits package from day one
- Annual health & wellness allowance
- Diverse projects, cutting-edge tools, and freedom to experiment!
Source: Remoters, Tribe
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