Senior Community Support Manager


customer support community management customer support sales customer success admin customer support customer success customer support html RWD

Posted 4 months ago

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Pitch, a new company from the makers of Wunderlist, is seeking a customer experience specialist and community builder to join our team in Berlin. We are building a cross-platform presentation tool and are looking for the person who will set the foundation of a delightful experience through personal interactions that enable our users to get to know and love our product and brand, ultimately building a thriving community of people who collaborate around presentations

Who we are looking for

  • You place customer experience at the top of your mission

  • You thrive on day-to-day interactions with users, problem solving and bringing their feedback constructively into the company

  • You are comfortable moving between the day-to-day of frontline customer support and developing the bigger picture of strategy, infrastructure and a customer-centric culture

  • You are well experienced with running social media support for a major tech company with a good understanding of all the relevant tools, KPIs and processes

  • You constantly demonstrate creativity and are always coming up with new ideas to engage and support customers

  • You're a SaaS nerd, always trying out the latest tools and have experience with software like Intercom, Zendesk, Loom, Buffer

  • You've run communities and customer support at scale for a relevant tech company

  • You are a fluent English speaker (bonus points for another European language)

  • Bonus: You have experience running international influencer / ambassador programs

What you'll do

  • Set and maintain high standards for our level of customer support and user interaction

  • Perform 1-1 user onboarding calls and build long-term relationships with our users

  • Work with the rest of the team to provide fast, effective solutions to customer problems

  • Thoughtfully position Pitch in user interactions, showcasing benefits and features at the right time to help people get the most out the product

  • Implement and manage the tech stack for our CS delivery inc. live chat, email, social media

  • Work with our content team to bring creative campaigns to life through social

  • Create a culture of inclusion, service and fun within our early community of users

  • Work on projects to grow and develop our community through managing social media channels, community forums and 1-1 interactions with our users and potential users

  • Uncovering what our community of users really need from Pitch and being the internal voice of the customer with our product and marketing teams

Sound good? Impress us with your ideas and plan to build and grow the Pitch community.  We look forward to hearing from you!

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