Senior Manager, Customer Experience
Worldwide
Remote
Marketing
About the company:
At Podcastle, our mission is to democratize access to broadcast storytelling through easy-to-use tools that are professional, yet fun. We are a creator-first company that enables podcasters and other creators to record, edit, and enhance their content with unmatched simplicity.
We’re still at the beginning of our journey, having officially launched our web platform in 2021, and are growing rapidly. As we continue to evolve, we are seeking a passionate and experienced Senior Manager, Customer Experience to lead and elevate our customer support, education, and engagement efforts.
About the role:
As the Senior Manager, Customer Experience at Podcastle, you will play a pivotal role in ensuring our users' satisfaction and success. You will oversee our Customer Support team, develop a thriving user community, and create educational resources to empower our users.
Reporting to the Head of Marketing, you will have the opportunity to shape the future of our customer experience function, manage a small team initially, and contribute to the ongoing success of our business by earning our users’ love.
Typical responsibilities include:
- Customer Support Leadership
- Lead and inspire the Customer Support team to provide exceptional support experiences.
- Improve support processes and standards to ensure timely and effective issue resolution.
- Monitor and analyze support metrics to identify areas for improvement.
- Educational Content Development & Events
- Oversee the creation of help articles, tutorials, and other educational resources to guide users effectively.
- Plan & execute webinars, trainings, and potentially live events such as conferences and trade shows.
- Collaborate with cross-functional product & tech teams to ensure content aligns with product direction and user needs.
- Community Building
- Develop and nurture a vibrant user community on platforms such as Discord and/or Facebook.
- Act as the Community Manager, facilitating discussions, organizing events, and fostering engagement.
- Team Management
- Manage and mentor a small team, with the potential for team growth as the company expands.
- Set clear goals and expectations, provide feedback, and support team members' professional development.
- User Engagement
- Proactively engage with users to gather feedback, address concerns, and identify opportunities for improvement.
- Collaborate with the product team to advocate for user needs and priorities.
We’re looking for someone with the following skills and qualities:
- 5+ years of experience in a customer support or customer experience leadership role, ideally within a SaaS or tech startup environment.
- Strong team management skills with the ability to lead, mentor, and develop individuals. Previous people management experience required.
- Exceptional communication and interpersonal skills, both written and verbal. An eye for detail is essential.
- Proficiency in developing and executing support strategies, including the creation of educational content and community engagement.
- Startup Mindset: thrive in a dynamic and fast-paced environment, with a strong aptitude as self-starter and ability to adapt to evolving priorities and contribute to a culture of innovation.
- Passion for the podcasting and content creation space.
- Bachelor’s Degree.
Why Podcastle?
- A young, energetic startup environment
- Competitive salary
- Fully remote
- Flexible PTO policy
