Community + Products Manager
Dean Street Society
OVERVIEW
- Full-time employee with six weeks paid vacation
- 30 hours a week (with option for 40 if preferred)
- Location: Remote, ideally based in North America (the company works on Eastern Time)
- Serves as the point person for our students inside paid groups and programs, and moderates our private communities to remain a helpful and supportive space
- Assists our CEO as the most knowledgeable person about our products, providing ongoing quality control checks, helping students, and proposing new content additions based on feedback
- Leads our customer service team overseeing 1-2 seasonal employees as the manager of our email and other inboxes
- Represents the company and therefore must be of high integrity and excellence
QUALIFICATIONS
- Has performed similar roles possibly including community management and engagement, teaching, training others on systems, customer service, pastoral or counselling care
- Ideally has managed a team
- Strengths include:
- Problem solving: Thinks creatively and sees around corners for the next dominos a decision will lead to
- Gets humans: Passionate about helping people grow and able to synthesize the core elements that will serve them most depending on the topic or issue
- Customer care: Strong listening skills to decode what customers are desiring, find solutions to customer issues and solve them from arising for other customers
- Organized: Able to create and implement processes for consistent service across the brand
- Detail oriented: Catches typos, missing steps, and slows down to ensure high quality
- Gets marketing: Able to understand our ideal customers, how to communicate the value of our offerings, and synthesize feedback to improve our products
- Compassionate: Deeply caring and able to express so in the written word with our community
A MONTH IN THE LIFE
- Review and catalogue details of our products to own the customer experience, swiftly and accurately help students, and improve the impact of our teaching
- Brainstorm and research ideas to improve the customer experience with new offerings or elements, discuss with the team, then co-create or lead implementation
- Daily oversee our email and other inboxes managing 1-2 seasonal customer service team members and replying to customer queries in a timely manner
- Daily oversee our private paid communities providing support and writing emails/posts as reminders, updates, and engagement
- Gather, organize and utilize testimonials, feedback, surveys and commentary both positive and constructive criticism from our audience
- Understand all details of our current launches and promotions to be able to help customers swiftly and accurately
- Identify, track and interpret online community metrics such as engagement, attendance, volume
- Build relationships with both current and potential customers
- Have fun, do great work, make the world a little bit better, and come to love our incredible community!
To apply, please proceed to fill out our online application
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