JOY FAMILYTECH

CUSTOMER HAPPINESS & COMMUNITY MANAGER

Location: San Francisco (USA) or anywhere in the US (home office)

RESPONSIBILITIES

_Answer questions and requests from end-users

_Act as a subject-matter expert for a given set of products; including hardware, software, firmware, and other products & services

_Work directly with product and partner teams to influence and support development of new and existing products, services, and experiences from the perspective of the customer

_Independently provide guidance to product owners, marketing teams, and executives regarding how customers will react and how the business will be impacted by the design of a given product or feature

_Work with Field Testing team to understand user feedback in order to anticipate customer questions and concerns

_Maintain documentation of current and emerging issues for customer support agents, including handling process and proper troubleshooting, and communicate updates about the resolution of these issues to customer support agents via the proper channels

_Develop internal resources and customer-facing messaging to support product launches, changes to the product, and emerging issues

_Set and implement social media and communication campaigns to align with marketing strategies

_Provide engaging text, image and video content for social media accounts

_Respond to comments and customer queries in a timely manner

_Monitor and report on feedback and online reviews

_Organize and participate in events to build community and boost brand awareness

_Coordinate with Marketing, PR and Communications teams to ensure brand consistency

_Liaise with Development and Sales departments to stay updated on new products and features

_Build relationships with customers, potential customers, industry professionals and journalists

_Stay up-to-date with digital technology trends

REQUIREMENTS

_You are a native English speaker

_Advanced knowledge of project management software, especially Agile boards and creating/filtering tickets

_Strong ability to prioritize and manage multiple requests

_Demonstrated ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer

_Excellent communication skills and high emotional intelligence

_Meticulous attention to detail and a commitment to quality

_High personal productivity with demonstrated follow-up ability

_Personal interest in consumer electronics, kids, and education

CONTACT

Stay up to date with the latest news