Support Community Manager

Job Description

Udacity's mission is to train the world’s workforce in the careers of the future. We partner with leading companies to learn how technology is transforming industries, then teach the critical tech skills that individuals need for new and better jobs, and companies are looking for in their workforce. With Nanodegree programs ranging from AI and Azure to Data Science, Robotic Process Automation, and Cybersecurity, our online training platform helps even the busiest learners prepare themselves for the most in-demand tech roles.

Udacity's unique learning model of real-world projects and experts and mentors available 24/7 enables an unprecedented degree of engagement with our students, and we are with them through every step of their learning journey—from the first moment a marketing team member might answer a question, to the penultimate moment when a career team member receives word that a graduate has gotten a new job. Always putting Students First guides us as we continue our mission to bring the highest quality learning possible, to as many learners as we can possibly reach.

Learn more about Udacity's Values Students First - Better Together - Entrepreneurial - Data Driven - Candid and Direct - A Meritocracy

Role can be remote (within the US).

At Udacity, the Student Experience Operations team is deployed to provide world class customer experience to our student base. We are looking for a Support Community Manager to be the brand voice when interacting with our learners. You'll be tasked with managing the sentiment and engagement of all community members on Udacity’s support forums. The primary goal of this role is to help learners find resolutions to their problems in a timely manner through community support and peer led interactions.

This is a chance to affect thousands of students around the world who come to Udacity to improve their lives.

Your Responsibilities

• You will work within our Student Experience Operations team and be the primary owner for Udacity's support forums
• You will create campaigns and community engagement strategies that extend the level of community support with an eye towards improving support case deflection, student retention and promoting self service
• Generate reporting that summarizes community sentiment, community activity and the effectiveness/ROI of community programs
• Build and maintain a 12 months roadmap of community project and initiatives
• Run A/B experiments to measure community engagement and its impact on student retention
• Partner with our Support helpdesk team to ensure seamless communication between T0 and T1 & T2 Operations
• Create and maintain workflows to escalate community posts to Udacity support helpdesk.
• Identify, deploy, and manage internal and external systems to track community ROI, forum insights, and other business opportunities
• Monitor industry trends and propose best practices in community management

What we value

• Minimum of 3+ years experience in community management role
• You are familiar with community software solutions (ESN tools)
• You are obsessive about community-building and make data driven decisions
• You understand Customer Experience and its importance to business
• You have deep customer empathy
• You have excellent written and verbal English grammar and language skills

Preferred Experience

• You are familiar with Web Analytics (Google Analytics, Amplitude), SEO and Social Media Marketing Tools such as Sprout Social.
• Basic understanding of SQL
• Ability to create designs using Sketch, Figma, Adobe Illustrator
• Industry experience in EdTech

You will receive

• An amazing team to support your success and growth on the Udacity Student Experience Operations Team
• A competitive base salary
• Top-end bonus structure that rewards you for meeting and exceeding goals
• Pre-IPO stock options

Consider applying if your experience is close to what we described above. We look for people with exceptional potential, as we know highest performing teams include people of diverse backgrounds, perspectives, and life experiences.

Udacity is committed to creating economic empowerment and a more diverse and equitable world. We have partnered with AT&T, Google, Lyft, Microsoft, Accenture and more to provide over 22,000 scholarships this year to those from communities under-represented in tech.

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