Operations & Team Management

• Oversee the daily operations and performance of the community team (i.e. member support specialist(s), community manager(s), community coordinator(s), virtual assistants), dedicating at least 25% of your time to monitoring the ​​quality and accuracy of team deliverables, while fostering a culture of innovation, inclusivity, high performance, and continuous improvement.
• Work cross-functionally with the partnerships, growth, marketing, and special projects teams to identify and execute campaigns and initiatives that triangulate the success and goals of the company, our members, and our partners.
• Manage departmental roadmap, setting priorities and driving key initiatives forward.
• Provide high-level project management for all community programming + initiatives.
• Proactively identify trends and opportunities to drive meaningful change, streamline community operations, and strengthen engagement.
• Help develop Entreprenista League membership tiers and lead their implementation
• Assist in hiring new talent, as needed

Customer Success 

• Track core community metrics (engagement, sentiment, etc.) to inform team performance and member satisfaction
• Develop and implement strategic processes for collecting and leveraging member feedback — through onboarding data and regular surveys — to enhance the member experience and guide product development.
• Conduct regular and comprehensive audits of email flows, onboarding processes, and customer support materials, recommending and executing optimizations.
• Oversee and enforce community guidelines
• Oversee all aspects of member support — including failed payments, cancellations, and customer service — by ensuring team compliance with internal SOPs and maintaining the highest quality of service across all channels.
• Develop and manage upsell strategies that align with member needs and drive long-term growth.
• Eventually oversee a team of Customer Success Advisors who will be responsible for deepening customer relationships and maximizing client value by promoting engagement with and adoption of our full suite of products and services.

Member Experience & Communications

• Oversee the creation, scheduling, and quality control of all member-specific content, including the member newsletter, engagement posts, event promotions, announcements, member features, and our members-only Instagram account.
• Serve as the voice of the customer, advocating for member perspectives and insights in all strategic decisions and product enhancements.
• Conceptualize and supervise the execution of multi-channel communication campaigns that drive member engagement, retention, and expansion.

*This role will evolve and responsibilities may change over time

Requirements:
 

• 5+ years experience in customer success, community management, account management, marketing, or communications
• Must have experience building and managing online communities in Circle (or other similar platforms)
• 3+ years of past experience includes sales, marketing, communications and/or responsibilities; must be adept at forming a narrative and compelling call to actions
• Passion for building relationships and providing an amazing customer experience
• Track record of highly-professional customer service in a fast-paced, dynamic environment
• Self-motivated, high sense of urgency, proactive team player and problem-solver with a bias for action, even when details are still evolving – able to define and execute projects independently.
• Strong project management skills, able to oversee complex campaigns from concept to completion.
• Adaptive and able to remain calm under pressure
• Process and data-oriented individual who can easily identify inefficiencies in processes and provide enhancements and/or new and more intuitive solutions.
• Strong written and verbal communication and presentation skills
• Strong understanding of marketing strategies and analytics
• Excellent time management and organizational skills
• Strong business acumen
• Team player and all-hands-on-deck mentality
• High energy and ability to motivate and inspire others
• Bachelor's degree required