About Company
Dell Technologies is a unique family of businesses that provides the essential infrastructure for organizations to build their digital future, transform IT and protect their most important asset, information. The company services customers of all sizes across 180 countries—ranging from 98 percent of the Fortune 500 to individual consumers—with the industry’s most comprehensive and innovative portfolio from the edge to the data center to the cloud. We are committed to fostering an inclusive and diverse culture where everyone feels valued and empowered to achieve their best. At Dell, we believe that technology can drive human progress, and we’re looking for passionate individuals to join us in making that vision a reality. We offer a dynamic work environment, opportunities for professional growth, and the chance to contribute to impactful global projects.
Job Description
Are you a natural leader with a passion for building thriving online communities and delivering exceptional customer experiences? Dell Technologies is seeking a dedicated and dynamic Remote Community Support Manager to join our growing team. In this pivotal full-time role, you will be instrumental in cultivating a vibrant and supportive online environment for our global customer base, empowering them to connect, share knowledge, and resolve technical inquiries efficiently. This isn’t just about managing a team; it’s about shaping a digital ecosystem where our customers feel heard, valued, and connected to the Dell brand.
As a Remote Community Support Manager, you will lead a distributed team of community support specialists, fostering a culture of empathy, technical excellence, and proactive problem-solving. You will be responsible for defining and executing strategies that enhance user engagement, improve self-service resolution rates, and ultimately, elevate overall customer satisfaction. This role requires a blend of strategic thinking, hands-on operational management, and exceptional communication skills to bridge the gap between customer needs and our product and service offerings. You will analyze community trends, identify areas for improvement, and collaborate closely with product development, marketing, and technical support teams to ensure a cohesive and superior customer journey.
Working remotely, you will leverage cutting-edge collaboration tools to maintain seamless team cohesion and productivity. Your ability to inspire, mentor, and motivate a geographically dispersed team will be paramount to success. We are looking for someone who can not only respond to the needs of our community but anticipate them, implementing innovative solutions and content strategies that empower users to find answers independently and build lasting connections with Dell. This role offers the unique opportunity to contribute significantly to Dell’s commitment to customer centricity, driving tangible improvements in how millions of users interact with our products and services daily. If you’re ready to make a significant impact in a remote-first environment, we encourage you to apply.
Key Responsibilities
- Lead, mentor, and manage a remote team of Community Support Specialists, ensuring high performance, engagement, and professional development.
- Develop and implement comprehensive strategies to foster a positive, active, and supportive online community for Dell customers.
- Oversee the day-to-day operations of the online community, including content moderation, direct support, and knowledge sharing initiatives.
- Analyze community metrics, identify key trends, and generate insights to improve customer satisfaction and drive self-service resolution.
- Collaborate cross-functionally with product, engineering, marketing, and technical support teams to address community feedback and integrate customer insights into product roadmaps and support processes.
- Define, track, and report on key performance indicators (KPIs) for community engagement, resolution rates, and customer sentiment.
- Develop and manage community content strategies, including FAQs, guides, tutorials, and announcements, to proactively address common issues.
- Identify and nurture community advocates, encouraging peer-to-peer support and positive brand ambassadorship.
- Manage and resolve escalated customer issues within the community, ensuring timely and satisfactory outcomes.
- Stay abreast of industry best practices in online community management, customer support, and remote team leadership.
Required Skills
- 5+ years of experience in community management, customer support, or a related field, with at least 2 years in a leadership/management role.
- Proven experience building, scaling, and managing online communities or forums.
- Exceptional written and verbal communication skills, with the ability to articulate complex information clearly and empathetically.
- Strong analytical skills, with proficiency in using data to drive decisions and measure community performance.
- Demonstrated ability to lead and motivate a remote or distributed team effectively.
- Proficiency with community management platforms, CRM software, and project management tools.
- A deep understanding of customer service principles and best practices.
- Ability to work independently, manage multiple priorities, and thrive in a fast-paced, remote environment.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Experience with Dell products or the technology industry.
- Certifications in community management or customer experience.
- Familiarity with agile methodologies and working in a large, matrixed organization.
- Experience in developing and delivering training programs for support staff.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including holidays and sick leave.
- 401(k) retirement plan with company match.
- Life and disability insurance.
- Employee assistance program.
- Access to extensive professional development and training resources.
- Remote work flexibility with a focus on work-life balance.
- Dell employee discount programs on products and services.
- A vibrant and inclusive company culture dedicated to innovation and collaboration.
How to Apply
Ready to lead our community to new heights? If you are a proactive and passionate leader with a proven track record in community management and remote team leadership, we encourage you to apply! Please click on the application link below to submit your resume and cover letter directly through the Dell Technologies careers portal. Ensure your application highlights your experience in building and nurturing online communities and managing remote teams. We look forward to reviewing your application and potentially welcoming you to the Dell Technologies family.