We are a rapidly growing company at the forefront of innovation in the EdTech industry, dedicated to shaping the future of education through groundbreaking products and services. We are looking for a Community Manager.
We are seeking an experienced Community Manager to join our Customer Care Department. This role is vital for building and maintaining a positive online presence by managing interactions on platforms such as Reddit, the App Store, Google Play, Trustpilot, and other review sites and rating platforms. The ideal candidate will respond to user inquiries with clarity and empathy, escalate critical user feedback to the product and company teams, create community around the product and implement strategies that enhance user satisfaction and overall ratings.
Responsibilities:
Multi-Platform Engagement:
- Monitor, manage, and respond to user comments and queries across Reddit, App Store, Google Play, Trustpilot, advertisements posts, etc.
- Customer Support & Escalation:
- Provide accurate, timely, and empathetic responses to user issues; identify recurring problems and communicate them to the product and development teams.
Community Building:
- Develop strategies to foster a positive community, encourage constructive feedback, and enhance overall ratings.
Content Curation:
- Create and maintain a repository of FAQs, community guidelines, and troubleshooting tips to support users effectively.
Analytics & Reporting:
- Track engagement, sentiment trends, and response performance, and prepare regular reports with actionable insights for internal stakeholders.
Requirements:
- Digital Engagement Expertise: In-depth knowledge of social media platforms, community forums, and review sites.
- Data Analysis: Ability to utilize analytics tools to track metrics, interpret user feedback, and generate reports.
- Automatization: Demonstrated success implementing automation, AI-driven tools, or other technology solutions to scale operations.
- Content Management: Proficiency in crafting clear, concise, and effective responses tailored to diverse audiences.
- Analytical Excellence: Exceptional skill in interpreting data, identifying trends, and delivering actionable insights.
- Technical Proficiency: Familiarity with customer care tools (e.g., Zendesk, Freshdesk) and community management software.
- English - Advanced.
Nice to have:
- SEO & Digital Marketing: Basic understanding of SEO principles and digital marketing strategies.
KPI, 3 and 6 months:
3 months:
ART: 2 hrs
- Create a brand Reddit community filled with positive sentiment and product advocates. Identify and document a minimum of 10 actionable user issues or improvement opportunities.
6 months:
- Improve average platform ratings (based on the platform);
- Reduce the frequency of recurring negative feedback by implementing effective community guidelines and support strategies;
- Develop and refine a comprehensive knowledge base and escalation framework to ensure sustained quality customer interactions.
Why You'll Love Working With Us:
- Impactful Work: Your contributions will directly shape the future of our company.
- Innovative Environment: We're all about trying new things and pushing the envelope in EdTech.
- Freedom: flexible role based either remotely or hybrid from one of our offices in Cyprus, Poland.
- Health: we offer Health Insurance package for hybrid mode (Cyprus, Poland) and health corner in the Cyprus office.
- AI solutions — GPT Chat bot/ Chat GPT subscription and other tools.
- Wealth: we offer a competitive salary.
- Balance: flexible paid time off, you get 21 days of annual leave + 10 bank holidays.
- Collaborative Culture: Work alongside passionate professionals who are as driven as you are.