Customer Success Manager

Customer Success Manager

Location: UK, Remote
Length: 12 Months
Rate: £29.33 p/h (Inside IR35)
Hours: 40 Hours per week

Overview of the Role
Our client is looking for a Community Support Manager who will help to manage inbound communication and feedback from our partners and users. The right candidate will be motivated to support the development of internal mapping technologies being deployed in our client’s mobile apps and AR products.
The candidate will enjoy supporting the wide variety of groups utilizing our maps including urban mobility groups, the humanitarian sector, universities, governments, companies large and small, volunteer groups, and many more. The insights gained through these interactions help to shape the priorities of their Maps team and identify the most important work to be done. The Community Support Manager role also plays a pivotal role in shaping public perceptions of the Maps Team by empowering their verse community to achieve their mapping goals.

Role Responsibilities

• Respond timely and effectively to incoming support requests across various channels
• Communicate issues and opportunities received via support channels to the rest of the team
• Utilize external and internal task tracking tools to categorize the most significant issues affecting our community
• Utilize external and internal task tracking tools to highlight feature requests and future product improvements
• Review and iterate upon our issue tracking dashboards
• Prepare and present reports to the team that shed light on our support system, issue resolution metrics, and commonly reported issues
• Update help documentation so that our community can find clear answers in a timely manner
• Identify opportunities for improvements across our apps, website, tools, and communication to provide our community with a better product experience
• Support campaigns we are running by working with our Community team to help new users get started
• Assistance with marketing campaigns and communication efforts when required·
• Willing to travel up to once a quarter within the United States to meet with team members and community partners.

Qualifications & Skills
Minimum qualifications:

• 3+ years experience in a Customer Service function
• Strong written and verbal communication skills in English
• Flexibility with working hours to help facilitate early morning calls with Europe or late afternoon calls with North America depending on where the candidate is based
• A self-starter attitude and a willingness to find solutions to problems that are not always clearly defined

Preferred qualifications

• Experience working with customer support systems
• Bachelor of Geospatial Information Systems or similar
• Knowledge of OpenStreetMap and the community contributing to it
• Experience working remotely in a globally distributed team
• Community management experience is highly valued