Community Support Lead

In this role, you will take full ownership of customer support, escalations, and customer success processes, ensuring an outstanding experience for a globally mobile community. You will build and optimize systems, resolve customer inquiries with empathy, and drive high customer satisfaction. This role requires a proactive approach to identifying pain points, enhancing engagement, and turning challenges into opportunities for delight. Collaborating with teams across admissions, onboarding, operations, and education, you will play a crucial role in improving the overall experience. The ideal candidate has experience in customer success within education, travel, or hospitality and thrives in dynamic, community-driven environments. Accountabilities: Serve as the primary advocate for community members, ensuring a seamless experience from onboarding to alumni engagement Develop and implement strategies to enhance customer satisfaction, retention, and referrals Oversee customer service processes, ensuring fast and empathetic issue resolution Handle escalations professionally, working cross-functionally to find effective solutions Design and optimize scalable customer support systems, leveraging automation where possible Implement and refine customer service tools, including CRM, ticketing, and feedback management systems Collaborate with cross-functional teams to ensure a frictionless and engaging community experience Provide insights and strategic recommendations to leadership on customer experience improvements Develop training materials and standard operating procedures to streamline support processes Requirements 6+ years of experience in customer success, customer service, or guest experience, ideally in education, travel, or hospitality Strong problem-solving skills, with a track record of handling customer escalations effectively Proven ability to build and manage customer service systems, including CRM and ticketing solutions Experience in developing and implementing standard operating procedures for improved efficiency Ability to work in fast-growing, dynamic environments that require adaptability and agility Exceptional communication and relationship-building skills to engage both customers and internal teams A customer-first mindset, with a passion for creating outstanding experiences Bonus: Experience managing or mentoring customer support teams Benefits Competitive salary and benefits package Fully remote work opportunity with flexible working hours Career growth opportunities within a fast-scaling global environment Access to professional development and training resources The chance to shape and lead a customer success function from the ground up Engaging, mission-driven work in a dynamic and innovative community Opportunity to collaborate with a diverse, global team

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