Job Description

Job Title - Community Support Manager
Location - London, Paddington

Brook Street is currently working on behalf of our Global IT Client to recruit a Community Manager
This is a contract role based in London, Paddington for 12 months.

As a Brook Street contractor you will be entitled to 25 days holiday per annum, 8 days paid Bank Holidays pro rota, discounted gym membership, use of the onsite health facility, access to online learning and training, free parking and an excellent subsidised restaurant.

Salary: £50,500 plus 5% end of contract bonus depending on experience

Job Description
We are looking for a customer-focused, ambitious, and energetic team member to join our team. Our Community Support Manager will be an important member of our team with true passion for our customers and apps.

The role will be responsible for outreach, customer connection, social media, helping our customers to understand our products, maintain highly engaged relationships, and to improve the customer support. The position will also be accountable for improving customer engagement processes, efficiency, speed, and quality, and while doing that, you will have excellent opportunities to work across the broader organization.

Our team handles 1:1 and 1: many support for SwiftKey. We help drive and influence product and engineering roadmaps based on customer insights. Our apps and services are global and operate at the largest scale in the industry.

Responsibilities
A typical day in this role can include:

Monitor all our support channels for emerging issues and trends, act as a subject matter expert to help identify, capture, and manage resolution of those.

Help users understand and realize incremental value from our products by providing product expertise, excellent customer support, and driving high-level of user engagement.

Collecting ongoing customer insights of our products, features, and providing highly engaging support services to our customers using our support channels and tools.

Presenting key customer insights and issues to product engineering teams and developers.

Produce relevant feedback/sentiment reports from our apps for cross-functional consumption




Candidate Requirements

Strong enthusiasm for mobile experiences and technical curiosity in both Android and iOS environments.

Real passion for building great customer relationships and sustaining highly engaged communities. Empathetic.

Prior experience or demonstrated ability to work in a fast-paced, dynamic, and customer focused environment.

Passionate about technology. Deep knowledge of Microsoft and products OR wide, rounded knowledge of the tech landscape

Comfortable working with and understanding rich datasets..

A background in Social Media would be advantageous and welcomed.


Deadline for CV submission: Wednesday 29th July at 12pm