Uplevel You Asheville, NC, United States
Dec 13, 2017Full time
If you are dependable and responsible, have lots of energy, a strong work ethic… and your Superpower is bridging the gap between company and customer by facilitating meaningful relationships among the clients in our community… ...then we want you to help us build a world-class company that impacts the lives and businesses of people around the globe. We are a thriving, fast-paced coaching and online training company based in Asheville, NC, serving customers and clients across the world, most of whom participate actively in our online membership areas. While our culture is casual and authentic, everyone on the team is smart, focused and driven. As our Community Manager, you really understand what it means to create engagement, connection and brand loyalty among the clients in our community. We want a long-term team member who loves what we do, and lives and breathes the multiple roles of such a position. About You You have at least 3 years of experience in customer service…email, phone and social media. (And a list of 2-3 solid references to prove it.) You have exquisite follow-through, letting nothing slip through the cracks – especially in communications with your busy team members. You have a high level of empathy. You have experience in social customer service, a deep familiarity with various social media platforms, and a working knowledge of effective content marketing strategy in relation to creating bonding, lasting relationships with customers. (The ability to troubleshoot community platform-related technical issues is a plus.) You have the perspective to deal with the occasional meltdowns from “problem children” clients. You are experienced with working in a small business and familiar with the often crazy pace that comes with the rapidly changing growth in an online world. You are not afraid of the digital world – and the rapidly changing landscape of its productivity tools and systems. You are willing AND able to be led and coached, as well as do outside learning and reading and training without demanding additional hourly fees.You are willing to relocate to Asheville, NC at some point after we have established that we are a great fit and can work together. You come with “batteries included” and you don’t require a lot of micro-management. [And you are NOT any of the following: a whiner, a drama queen, a gossip or a complainer. Positive attitude is a must. There's no such thing as "that's not my job" around here.] Roles & Responsibilities Creating and maintaining a vibrant sense of community by establishing and upholding the company’s Community Guidelines Addressing customer service issues, both proactively and reactively, that present themselves inside the community Monitoring discussions and trends within the community. Identifying and reporting trends in usage and advising on potential opportunities for content and product creation Monitoring and measuring the success of community engagement (i.e. number of users, number of discussions, etc.) Identifying, analyzing, and reporting on community trends to internal team Identifying key community members and providing opportunities for them to participate on a higher engagement level Identifying and welcoming new members and providing opportunities to introduce and involve them in the community Serving as primary liaison between community members and the company, and act as the community’s primary advocate to the company Skill Requirements Communication Skills – Superior ability to create compelling narratives for internal and external audiences Community Management – Demonstrated ability to develop and execute short and long-term community management strategies that influence growth, engagement, and community culture. Relationship Management – A strong understanding of how communities behave on the social web, and how to develop and maintain positive behaviors. Content Marketing – Demonstrated experience with successful management and execution of a content marketing strategy. Qualified applicants will be asked to fill out a work-style test as part of the interview process. You will need to provide excellent references from a recent job with substantially similar experience. You will be required to complete the DM “Community Management” Certification training within one week of your hire date. This is a full-time, salaried position with a competitive benefits package. Still interested? Here’s what to do: Email your resume and cover letter and share why this position interests you.