About Company
Career.zycto is rapidly growing, and we’re looking for someone to champion our user community. Imagine fostering connections and empowering users to thrive with our innovative platform. We believe in building more than just a product; we’re cultivating a vibrant ecosystem where feedback shapes our future. For a Community Support Manager, this means a dynamic environment where your impact is visible daily, directly influencing user satisfaction and engagement. Join a team passionate about collaboration, continuous improvement, and making a tangible difference in the digital world. This is where your leadership in user advocacy truly shines.
Advertisement
Job Description
Are you an empathetic leader with a passion for fostering vibrant online communities and ensuring exceptional user experiences? Career.zycto is seeking a dedicated and dynamic Community Support Manager to lead our efforts in building strong relationships with our users and driving satisfaction. In this pivotal full-time role, you will be the cornerstone of our user engagement strategy, directly impacting how our global community interacts with and perceives our brand.
As our Community Support Manager, you will be responsible for overseeing all aspects of our community support operations. This includes developing strategic initiatives to boost user engagement, managing a talented team of support specialists, and acting as the primary advocate for our users within the company. You’ll be instrumental in shaping our community guidelines, moderating discussions, and ensuring a positive, inclusive environment where every user feels heard and valued. Your day-to-day will involve monitoring community health metrics, identifying trends in user feedback, and translating these insights into actionable recommendations for product and service improvements.
We are looking for someone who can not only solve problems efficiently but also proactively identify opportunities to enhance the overall user journey. You will work closely with our product development, marketing, and engineering teams, ensuring that the voice of our community is clearly represented in all strategic decisions. Crafting compelling support content, from FAQs to comprehensive knowledge base articles, will also be a key aspect of your role, empowering users to find solutions independently.
Advertisement
If you thrive in a fast-paced environment, possess exceptional communication skills, and are driven by the desire to cultivate a loyal and engaged user base, then Career.zycto is the place for you. Join us in our mission to not just meet, but exceed, our community’s expectations, fostering a truly interactive and supportive ecosystem around our innovative offerings. This is an incredible opportunity to leave a lasting impact on our growth and success, right here in the bustling hub of Changi Village, Singapore.
Key Responsibilities
- Lead and manage a team of community support specialists, fostering a collaborative and high-performing environment.
- Develop and implement strategic initiatives to enhance community engagement, satisfaction, and retention.
- Monitor community channels (forums, social media, ticketing systems) for emerging trends, issues, and opportunities.
- Oversee the resolution of escalated customer issues with empathy, efficiency, and a customer-centric approach.
- Create and maintain comprehensive knowledge base articles, FAQs, and self-help resources to empower users.
- Analyze community feedback, support data, and engagement metrics to identify areas for product and service improvement.
- Collaborate cross-functionally with product, marketing, and engineering teams to ensure the voice of the user is integrated into development.
- Organize and execute community events, webinars, and initiatives designed to build rapport and foster connections.
- Develop, update, and enforce community guidelines and moderation policies to maintain a positive and inclusive environment.
- Onboard, train, and provide ongoing coaching and development for new and existing support team members.
Required Skills
- Proven experience (minimum 4 years) in community management, customer support leadership, or a closely related field.
- Exceptional written and verbal communication skills, with the ability to articulate complex ideas clearly.
- Strong leadership, team management, and mentoring abilities.
- Proficiency with CRM software and various community management platforms.
- Excellent problem-solving, analytical, and critical thinking skills.
- Demonstrated ability to work both independently and collaboratively within cross-functional teams.
- A deep sense of empathy and a consistently customer-centric approach to support.
- Fluency in English is essential for effective communication within our diverse community.
Preferred Qualifications
- Bachelor's degree in Communications, Marketing, Business Administration, or a related discipline.
- Experience with data analytics tools such as Google Analytics, Tableau, or similar platforms.
- Familiarity with Agile development methodologies and product lifecycle management.
- Multilingual abilities (e.g., Mandarin, Malay) to better engage with local and regional communities.
- Prior experience working within the technology or SaaS industry.
Perks & Benefits
- Competitive salary package and performance-based bonuses.
- Comprehensive health, dental, and wellness benefits.
- Generous annual leave and observance of public holidays.
- Extensive professional development and continuous training opportunities.
- A dynamic, collaborative, and inclusive work environment.
- Regular team-building events, social gatherings, and company outings.
- Opportunity to work with cutting-edge technology and innovative solutions.
- Convenient office location in Changi Village with easy access to amenities and transport.
How to Apply
Ready to make a significant impact on our community? We encourage all qualified candidates to apply. Please click on the application link below to submit your resume and a compelling cover letter detailing your experience and why you are the ideal fit for Career.zycto.
