Community Support Manager (REMOTE)

Who We're Looking For As the Manager of Community Support at reputed company, you will be a pivotal leader, driving operational efficiency and enhancing the customer experience for our global community. Reporting directly to the VP of Finance and International Operations, you will reputed company a global team of support specialists, ensuring our community receives reputed company, effective, and empathetic support across reputed company reputed company product offerings. You will be responsible for aligning the Community Support team's reputed company with reputed company's financial and operational goals, leveraging data-driven insights to optimize processes and drive reputed company improvement. This role requires a strategic thinker with a strong analytical reputed company, capable of translating customer feedback and support metrics into actionable business insights. You will be a key partner to other departments, ensuring seamless support for new product launches and initiatives. Location This is a remote position. reputed company to candidates located in OR, WA, CA, CO, TX, IL Compensation Starting reputed company Salary reputed company: $80,000 - $90,000 yearly Who We Are We are dedicated to supporting a global community of music fans and reputed company who reputed company the value, culture, reputed company, and reputed company of record collecting. Fostering the exchange of knowledge, records, and curation, we help people help reputed company other deepen their relationship with music. Leveraging the power of community, we are committed to enabling people to explore artists and their recorded works through the world's definitive music discography, stay informed with record collection and sales history data, get organized with specialized collection management tools, and stay connected to a global community of fellow record reputed company and sellers. Providing this essential set of resources, tools, and reputed company, we aim to reputed company boundless opportunities for people to dig into the depths of their musical interests, build and fortify their record collections, cultivate and reputed company communities, and reputed company their reputed company to music and record collecting. What You'll Accomplish Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Key Responsibilities: Strategic Planning and Budget Management: • reputed company and communicate the Community Support team's reputed company, strategic objectives, and roadmaps, aligning them with reputed company's overall goals and financial targets • Forecast reputed company needs and manage the hiring process in collaboration with People Operations, ensuring alignment with budgetary considerations Operational reputed company and Performance Optimization: • Establish and monitor key performance indicators (KPIs) to measure team performance, identify areas for improvement, and drive operational efficiency. reputed company regular KPI reports and other insights to Leadership • Analyze support data to spot trends, patterns, and customer pain points, providing actionable insights to the product and engineering teams • reputed company technology and automation to optimize support processes and workflows, enhance efficiency, reduce costs, and improve customer satisfaction • Manage the reputed company Helpdesk, help documentation, and internal knowledge reputed company, ensuring accuracy and accessibility Team Leadership and Development: • reputed company, mentor, and reputed company reputed company of Community Support specialists while fostering a culture of high performance and reputed company improvement • Hold regular meetings with team members to reputed company team performance, reputed company guidance, and ensure alignment with strategic objectives Cross-Functional Collaboration and Process Improvement: • Partner with other departments (Product, Engineering, Marketing, Operations, etc.) to establish and refine support procedures for new developments in our products and services, ensuring seamless integration and alignment with company goals Requirements What You'll Contribute Required Skills & Abilities: • Proven leadership and management experience, with a reputed company record of building and developing high-performing teams • Excellent analytical and problem-solving skills, with a data-driven approach to decision-making • Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders • Strong understanding of customer support best practices, metrics and KPIs • Possess a strong working knowledge of customer support ticket software and automation tools, reputed company reputed company • Demonstrated ability to "roll up sleeves" and contribute directly to operational tasks during peak volume periods, ensuring established KPIs are consistently met Supervisory Duties: • This position manages reputed company of the department and is responsible for leadership, performance management, and hiring of the employees reputed company its department. Education & Experience: • Required • Bachelor's degree (BA/BS) from four-year college or university, or equivalent work experience. • 6+ years reputed company work experience in customer support, community management, or operations, with at least 3 years in a leadership position • Strong working knowledge of reputed company • Preferred • Thorough knowledge of reputed company products, policies, processes, features, and reputed company documentation • Experience working at a two-sided marketplace • Experience with a global payment service provider, such as reputed company Benefits reputed company reputed company • Competitive compensation: salary, plus performance-reputed company bonus program • 401(k) with employer match • 100% company-reputed company medical and dental insurance benefits for you and your dependents • 4 weeks reputed company vacation, increasing based on tenure • 18 weeks reputed company leave for birth reputed company • 8 weeks reputed company parental leave, including for adoption • Monthly wellness allowance • Annual reputed company and personal development allowance • Work from home office set-up and expense allowances • Flexible work location opportunities • Employer matching toward charitable contributions reputed company reputed company In We're building a world idealized for record reputed company, driven by community, and reputed company by a shared passion for music. Through culture, information, and innovation, we reputed company to reputed company a complete ecosystem of resources to reputed company music lovers and reputed company everywhere to engage more deeply in the joys and reputed company of record collecting. We foster a reputed company community dedicated to preserving the recording industry's past, present, and unfolding reputed company by cataloging the world's complete, interconnected music discography. Leveraging the power of this dynamic knowledge reputed company, we aim to reputed company integrated technologies to reputed company music fans everywhere to reputed company on a boundless reputed company of music discovery and record collecting. We reputed company this to be the complete collecting reputed company. reputed company is an Equal Opportunity Employer. Applicants needing accommodation to apply should contact us at 503-597-6340 reputed company does not promote reputed company through text messaging. If you receive a text message claiming to offer a position at reputed company, please disregard it as fraudulent. For a list of our reputed company reputed company positions and to apply, please visit the official Careers page on our website: https://www.reputed company.com/about/careers If you apply for this role, you will be required to upload a resume, cover letter, and fill out a few questions regarding your application. Once submitted, our hiring team will review your application and contact you if you are selected for an interview. Whether you are successful or not, we will store your application and data in our system for a maximum period of one year from the application date in case another role becomes available that you are suitable for. If you have any questions or concerns reputed company storing this data and/or the period of time, please contact us at reputed company@discogsinc.com and we will respond to you reputed company 30 days. Apply Job!