Mind the Product is the world’s most engaged product community, providing articles, meetups, training, and events that support the careers of 300,000+ product people globally. Today, as part of Pendo, Mind the Product produces daily editorial content, two weekly newsletters, the weekly Product Experience Podcast, a series of popular conferences, hundreds of workshops for product teams and individuals, and the #1 PM job board. We also support 150+ ProductTank meetups in cities around the world.
Role Responsibilities:
The Community Support Manager will serve as the first point of contact for all inbound communications, including attendees, community members, and potential sponsors, ensuring a seamless and positive experience for everyone engaging with Mind the Product. This role requires a proactive, organized, and customer-focused individual who can manage inquiries efficiently, track and resolve community requests, and provide top-tier support across Mind the Product’s offerings—including events, training, and community engagement. Key responsibilities include:
Customer Support & Inbox Management
- Act as the primary manager of Mind the Product’s inbox, responding to inquiries from attendees, community members, and potential sponsors in a timely and professional manner.
- Address a wide range of inquiries, including event questions, training information, sponsorship opportunities, and general community support.
- Escalate complex issues to appropriate internal teams while maintaining visibility and ensuring timely follow-up.
Requests & Issue Resolution
- Actively track, manage, and resolve all MTP requests, including:
- Invoice requests
- Change orders (e.g., ticket name changes, refunds, or modifications)
- Group sales requests
- Event-related inquiries (schedules, access, content, venue information, etc.)
- Maintain a system for logging, categorizing, and analyzing customer inquiries to identify trends and improve support efficiency.
Event & Conference Support
- Serve as a key point of contact for attendees before, during, and after Mind the Product events, ensuring they have the information and support they need.
- Assist with event registrations, confirmations, and access to event materials (e.g., slide decks, recordings).
- Work closely with the Events and Community teams to ensure a smooth and high-quality attendee experience.
Process Improvement & Community Engagement
- Continuously refine and improve support processes to enhance response time and overall customer satisfaction.
- Develop and maintain an up-to-date FAQ and customer support documentation for recurring inquiries.
- Provide insights and feedback to internal teams based on customer inquiries and challenges.
- Engage with community members across various platforms, ensuring they feel supported and valued.
Minimum Qualifications
- 3+ years of experience in a customer service, community management, or support role, preferably in events, training, or media.
- Strong written and verbal communication skills with the ability to respond professionally and empathetically.
- Excellent organizational skills and the ability to manage multiple support inquiries simultaneously.
- Proficiency in using helpdesk, CRM, or email management tools (e.g., Zendesk, HubSpot, Intercom, or similar).
- Detail-oriented with strong problem-solving skills and the ability to work independently.
- Ability to work collaboratively across teams, including Events, Training, and Community teams.
Preferred Qualifications
- Experience in event or training support, particularly in the tech or product management space.
- Familiarity with the Mind the Product community, product management topics, and the broader tech industry.
- Experience working remotely in a fast-paced, high-growth organization.
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