Community Lead, Mechanical Keyboards

Job Description

Who We Are

Drop (formerly Massdrop) is designing products differently. By tapping into data and insights from uniquely passionate people and applying them to our curated selections and exclusive designs, we deliver inventive products that fuel a variety of interests. Founded in 2012, Drop empowers people around the world to discover new, diverse products every day; participate in product development; and learn and share with a community 7 million strong.

Working with the Drop Studio team gives you the opportunity to bring your personal interests and passions to the role, providing a unique perspective to research and community engagement..... What inspires you, can inspire the community.

This is a remote position and can be based anywhere in the United States or Canada. Our Studio and CS team is primarily located within the Pacific time zone.

About the Role

The Community Lead will help us in defining and managing the Mechanical Keyboard community and portfolio. Through community and customer engagement, this role will identify market shifts and signals and use data validation to create effective product positioning and service throughout the product life cycle. The Community Lead will monitor, research, and assess market trends to present compelling points of view that will lead to actionable solutions and validate future development as well as provide rationale that will set quality and performance requirements. The role will also be tasked with a dditional administrative responsibilities that will help our studio team effectively and efficiently bring best in class products to market as well as provide before and after sale service. This role will report directly to the Product Manager MK, working closely with the Design, Marketing/Creative, and Customer Service teams to further strategic cross functional focus, innovation, and customer experience.

Key Responsibilities

• Monitor and maintain online discussions, contributing to community dialogue and feedback
• Spotlight market trends and community signals translating into actionable proposals
• Utilize experience and expertise to advise and contribute to postings, customer facing social media, and creative assets
• Train, assist, and advise customer service team on technical and community comments, questions and concerns, for both existing and new product offerings
• Preemptively assess and address/escalate customer service and community trends for product proposals, issues, and/or shifts
• Provide Go To Market lifecycle support for before/after sale
• Administer project documentation, SKU development, page setup, and launch protocols
• Provide clear communication, translation and presentation of market requests, community mandates, validations, and qualifying assumptions to support portfolio and product vision with MK team

Qualifications

• Passion for product and a mechanical aptitude with emphasis on Mechanical Keyboards
• Deep understanding of forum mechanics
• Clear, concise communicator who is able to inform,, teach, and engage all levels of customers, enthusiasts and staff
• Experience working with product development, design, and overseas manufacturing with an understanding of the realities of product timelines
• Solid analytical skills with an ability to gather, analyze, and quickly evaluate information to objectively craft and support recommendations from research + enthusiast experience
• Highly adaptable and capable of quickly assessing and communicating ideas, concepts and community mandates into actionable proposals
• Proficient with google office tools
• Highly organized in both thought and action, and able to effectively multi task
• Strong verbal and written communication skills
• Attention to detail able to independently execute administrative tasks

Perks + Benefits

• Compensation and equity package commensurate with experience
• Unlimited Flexible Time Off policy
• Completely remote work environment
• 100% company-paid medical, dental, vision and basic insurance coverage for employees
• Up to 12 weeks of paid parental leave for primary caregivers
• Company sponsored (virtual) events
• and of course..some cool Drop swag!

Follow us

Find and follow your passions on drop.com and the Drop app for iPhone and Android smartphones. You can also connect with @drop on Facebook, Instagram, and Twitter.

Funded by KPCB, First Round Capital, Mayfield 50, and August Capital.

Drop is a distributed workplace which means none of us work out of an office. The majority of our team works out of the Bay Area & our Taiwan office, but we’re growing to include remote roles across the United States and Canada.

Drop is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.