Community + Products Manager
Dean Street Society

Headquarters: Brooklyn, NY
URL: https://deanstreetsociety.com/

• Full-time employee with six weeks paid vacation
• 30 hours a week (with option for 40 if preferred)
• Location: Remote, ideally based in North America (the company works on Eastern Time)
• Serves as the point person for our students inside paid groups and programs, and moderates our private communities to remain a helpful and supportive space
• Assists our CEO as the most knowledgeable person about our products, providing ongoing quality control checks, helping students, and proposing new content additions based on feedback
• Leads our customer service team overseeing 1-2 seasonal employees as the manager of our email and other inboxes
• Represents the company and therefore must be of high integrity and excellence

• Has performed similar roles possibly including community management and engagement, teaching, training others on systems, customer service, pastoral or counselling care
• Ideally has managed a team
• Strengths include:
  • Problem solving: Thinks creatively and sees around corners for the next dominos a decision will lead to
  • Gets humans: Passionate about helping people grow and able to synthesize the core elements that will serve them most depending on the topic or issue
  • Customer care: Strong listening skills to decode what customers are desiring, find solutions to customer issues and solve them from arising for other customers
  • Organized: Able to create and implement processes for consistent service across the brand
  • Detail oriented: Catches typos, missing steps, and slows down to ensure high quality
  • Gets marketing: Able to understand our ideal customers, how to communicate the value of our offerings, and synthesize feedback to improve our products
  • Compassionate: Deeply caring and able to express so in the written word with our community

• Review and catalogue details of our products to own the customer experience, swiftly and accurately help students, and improve the impact of our teaching
• Brainstorm and research ideas to improve the customer experience with new offerings or elements, discuss with the team, then co-create or lead implementation
• Daily oversee our email and other inboxes managing 1-2 seasonal customer service team members and replying to customer queries in a timely manner
• Daily oversee our private paid communities providing support and writing emails/posts as reminders, updates, and engagement
• Gather, organize and utilize testimonials, feedback, surveys and commentary both positive and constructive criticism from our audience
• Understand all details of our current launches and promotions to be able to help customers swiftly and accurately
• Identify, track and interpret online community metrics such as engagement, attendance, volume
• Build relationships with both current and potential customers
• Have fun, do great work, make the world a little bit better, and come to love our incredible community!

To apply: https://weworkremotely.com/remote-jobs/dean-street-society-community-products-manager