Engagement Coordinator

Job Description

Mapbox is building the platform to change the way people move, understand, and experience our world. Our maps represent the ever-evolving world, accessing, aggregating, and adapting anonymous data from millions of sensors and phones in real-time. Mapbox has the exciting opportunity to power devices and products across the next frontier in location-based data. Whether you’re watching the delivery of your grocery order on Instacart, tracking your personal best mile on Strava, sending snaps on Snapchat, monitoring your gas budget on Metromile, or checking today’s forecast on The Weather Channel, Mapbox is the location and maps within those apps. We’re changing how people move by live-mapping the world.

What We Do

The Customer Community team is a branch of Marketing that cultivates multifaceted, long-standing relationships with diverse individuals, organizations, and communities across the Mapbox customer base to equip them for success and encourage them as ambassadors for Mapbox.

Mapbox is looking for an Engagement Coordinator to join Customer Community. The high priority work of Customer Community is integrated into both Marketing and Support systems at Mapbox. This role will be instrumental in scaling Customer Community’s best-in-class support of our customers and high-quality content creation for use in Mapbox Marketing channels. This role will report to the manager of Customer Community.

What You’ll Do

• Engage with Mapbox customers that want to connect with Customer Community and Marketing, identifying opportunities to build relationships with brand ambassador customers.
• Provide direct support to new and existing positive impact customers (nonprofits, students etc.) by addressing requests for discounts, account help, and technical mentorship.
• Maintain alignment between the Customer Community and Support teams by helping to triage and respond to customer inquiries in Zendesk and online communities.
• Maintain alignment between the Customer Community and Sales teams by organizing account management details and tracking account updates in Salesforce.
• Produce high-quality content for Mapbox channels (blog, website, social media, events) that showcases the success of Mapbox customers.
• Support customer engagement campaigns (contests, emails) and strategic brand partnerships.

What We Believe are Important Traits for This Role

• 2+ years of work experience in customer-facing roles (customer support, sales, marketing etc.)
• Excellent ability to communicate in English (written and speaking)
• Attention to detail and experience managing multiple projects simultaneously
• Sincere curiosity and empathy when listening to and supporting customers
• Experience working in technology companies and high growth environments a plus
• Experience with Salesforce and/or Zendesk a plus

What We Value

In addition to our core values , which are not unique to this position and are necessary for Mapbox leaders:

• We value high-performing creative individuals who dig into problems and opportunities.
• We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people.
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company.
• We strongly believe in the value of growing a diverse and inclusive team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply.

By applying for this position, you acknowledge that you have received the Mapbox Non-US Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Mapbox to process your application.

Mapbox is an EEO Employer - Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity

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