This is a remote position.
Role Title: Community Customer Service Manager
Employment Type: Full Time
Location: Remote
Schedule: 8:00 AM to 5:00 PM Manila
Break: 1 hour (Unpaid)
POSITION SUMMARY
The Community Customer Service Manager plays a pivotal role in ensuring a seamless and positive experience for students. This leadership role focuses on overseeing customer service and community engagement initiatives, managing the customer service team, and driving improvements in student satisfaction and retention.
TEAM AND REPORTING STRUCTURE
Reporting directly to the Creative Director, you will lead the Community and Customer Service team, working closely with the Account Management, Marketing and Production teams. Collaboration and strategic input will be key responsibilities of this position.
This role offers an exciting opportunity to contribute to organisational growth and set the standard for exceptional customer service and community management practices.
RESPONSIBILITIES AND DUTIES
Customer Service Leadership:
● Lead and mentor the customer service team to deliver exceptional service and support.
● Develop and implement customer service policies and procedures to enhance student satisfaction.
● Serve as the escalation point for complex customer issues, ensuring timely and effective resolution.
● Monitor customer interactions to maintain high-quality service standards.
● Identify recurring customer concerns and collaborate with teams to implement solutions.
● Maintain accurate and confidential customer records in the CRM system
Community Management:
● Oversee the management of student Facebook groups, ensuring vibrant and supportive communities.
● Lead initiatives to recognise and highlight outstanding community members.
● Provide guidance and support to community ambassadors and tutors for group management.
● Coordinate updates, announcements, and events within community groups.
Strategic Initiatives:
● Develop strategies to improve customer retention and community engagement.
● Analyse customer feedback to identify trends and opportunities for improvement.
● Collaborate with the Marketing team to design customer-centric campaigns and initiatives.
● Support the development of loyalty programs and personalised outreach efforts.
Live Q&A Oversight:
● Manage the scheduling and execution of Live Q&A sessions, ensuring smooth delivery.
● Oversee the preparation of student questions, materials, and summaries for sessions.
● Monitor technical aspects and coordinate follow-ups, such as uploading recordings and summaries.
Communication and Documentation:
● Review and refine email templates, newsletters, and other communication materials.
● Ensure all documentation and resources are up-to-date and accessible.
● Lead the organisation and actioning of tasks within project management tools such as ClickUp.
Design and Media Support:
● Supervise the creation of graphics for social media, email campaigns, and course materials.
● Ensure all visual assets align with the client’s branding and quality standards.
Team Collaboration:
● Participate in strategic planning sessions and contribute to organisational goals.
● Coordinate cross-functional collaboration for improved processes and customer outcomes.
Key Requirements
- Proven two years experience in customer service leadership and community management, ideally in an online education or creative industry.
- Strong background in customer relationship management (CRM) and handling customer escalations.
- Experience managing social media communities, particularly Facebook groups.
- Familiarity with email communication, newsletters, and customer outreach strategies.
- Preferably with experience in organizing virtual events, such as Live Q&A sessions.
- Background in design or marketing is a plus, particularly in supervising graphics creation for digital platforms.
- Familiarity with project management tools (e.g., ClickUp).
- Strong ability to analyze customer feedback and retention trends.
- Basic knowledge of design tools for overseeing graphics creation.
- Excellent problem-solving abilities to handle customer escalations and implement service improvements.
- Exceptional written and verbal communication skills for email responses, newsletters, and social media interactions.
- Ability to collaborate cross-functionally with Marketing, Production, and Account Management teams.
- Strategic mindset for developing customer retention programs and engagement strategies.
- High attention to detail
- Experience in driving customer-centric campaigns to improve community engagement and satisfaction.
- Comfortable working with international teams and students from diverse backgrounds.
