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Customer Support Community Manager at InVision

Overview

InVision is the leading product design and development platform for teams building world-class digital products. It’s every company’s imperative to continuously innovate and improve on their customer experience: InVision’s platform, education, and community enable creative collaboration across teams and geographies for improved speed-to-market and powerful business results.
More than 7 million people across global enterprises and small teams come to us when they are looking for digital transformation. That process doesn’t start and end in any design tool: it encompasses ideation, conversation, visual collaboration and so much more. Teams use InVision to create, prototype and test new ideas; develop repeatable and streamlined processes in design, product and engineering; and improve workflows to move more efficiently from inspiration to production and drive innovation. The InVision platform allows teams to collaborate throughout the process with every stakeholder, giving individuals the visibility and know-how they require. Customers include 100 percent of the Fortune 100 and organizations including American Express, Adidas, Boeing, Ford Motor, Netflix, HBO, Ikea, Slack and Virgin Atlantic.

InVision is a fully distributed company with people in more than 20 countries. Investors include Accel, ICONIQ, FirstMark, Tiger Global, Battery Ventures, and Spark Capital.

Our team is in search of a Customer Support Community Manager to cultivate a strong customer support community in public forums, identify and strengthen relationships with community advocates, and promote and grow InVision’s community.

About the Team:

This role is part of the Customer Solutions team which helps prospects and customers understand and get the most value out of our products. Customer Solutions include pre-sales Solutions Consulting, post-sales Product Consultants, Product Training/Content, Tools, Operations, and Support. Key CFT partners include global Sales and Customer Success organizations. This critical role will require coordination with cross-functional partners across the org in Marketing, Product, Engineering, and global customer-facing teams to drive and manage Community programs from beginning to end, ensuring we deliver an amazing customer experience and drive key strategic initiatives.

What you’ll do:

  • Set, plan and implement community-based strategies to drive customers to scalable communications channels, self-serve content, and peer-to-peer engagement
  • Identify, measure, and report on community health KPIs, impact metrics, resourcing, and overall feedback
  • Liaise with other departments to stay updated on new marketing initiatives, product and service developments, and to ensure brand consistency
  • Leverage the Support Community to address needs of free, self-serve, and “marketing-driven” customer success customers in a 1:many model
  • Identify and nurture relationships with community “Ambassadors” and external partners to improve and promote the customer community
  • Coordinate with Support Managers to cross-train and schedule resources for community moderation, document community moderation processes and establish escalation paths to operationalize day-to-day community management Directly respond as needed to engage qualified customer inquiries and requests
  • Manage tech-touch educational resources through InVision’s LMS to provide educational resources to drive adoption and activation at scale

What you’ll bring:

  • 3+ years experience of professional community management experience for a technology or design-focused user base
  • Familiarity with the Zendesk Guide (formerly Help Center) content platform and framework and demonstrated experience building a framework for knowledge management and familiarity with knowledge-centered support best practices
  • Experience leveraging customer engagement programs to increase SaaS business drivers
  • Highly organized with strong project/program management skills with the ability to solve complex problems by building scalable processes, systems, and solutions
  • Exceptional written and verbal communication skills
  • Proficiency with CSS, HTML, and Javascript for the purposes of content authorship
  • Previous InVision familiarity/experience, familiarity with Google Analytics or similar web analytics tools, and experience with design tools like Sketch, Adobe Photoshop, & Adobe Illustrator are a plus

About InVision:

InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. Each InVision team member is given the freedom and tools to do their best work from wherever they choose.

The benefits we offer in the United States and Canada include competitive health plans and retirement plans. Some InVision-wide benefits offered to all employees across the globe include a flexible vacation policy, monthly coffee shop stipends, annual allowances for books related to your profession, and home office setup & wellness reimbursements. InVision is an international employer so some benefit offerings will vary from country to country.

InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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