Community & Customer Support Manager
Salary £40,000 - £55,000 per annum
Location London
FULL_TIMEConsultant Georgina Nettleton
JobRef 50806693/001
Date posted 24 June 2022
london marketing/financial-services 2022-06-24 2022-08-23 financial-services London London GB TELECOMMUTE GBP 40000 55000 55000 YEAR Robert Walters https://www.robertwalters.co.uk https://www.robertwalters.co.uk/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png
This organisation is set to revolutionize and tokenize the music industry, using blockchain technology to change how musicians access the funding they need and to provide a launch for the world's first music copyright-backed NFTs. The company will serve as a NFT launchpad, copyright exchange and DeFi loan platform, with a game-changing approach to music ownership and loan collateral. After attracting interest from world-famous musicians across the globe, they are now launching a series of huge NFT sales with major industry partners. Purpose of the role: In this role you should be well versed in crypto / blockchain community programmes, such as working with a global team of external Ambassadors, following the processes and communication protocols for community-building and managing all conversations. We are looking for an experienced community support manager to join the team and own our communications and customer support strategy. This role suits a strategically minded, tech-savvy ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with our community. You will join our Global Marketing team and will be active in our channels, such as Twitter, Instagram, LinkedIn, Reddit, Telegram, Discord and several customer support channels like intercom & email. Customer support experience and Crypto knowledge are essential for this role, to ensure the effective implementation of existing and future projects and a proper level of customer support quality.
Responsibilities
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Implement customer service strategy with a contact life cycle structure.
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Manage the business communities through pro-actively interacting across all channels, responding to comments and customer queries in a timely manner; can be both creative and analytical problem solving.
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Be active and represent the comapny in crypto, blockchain, NFT, and Metaverse communities.
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Utilize social media management tools to create requests and monitor all social contact.
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Explore and implement new areas for social media customer support and community growth methods to increase the size of our community.
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Identify content opportunities via social listening and make suggestions to Marketing team.
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Leverage social media monitoring to escalate the voice of the customer.
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Responsible for documenting and communicating all issues to the appropriate teams/departments.
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Write How-to guides, FAQs, and other user documentation.
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Implement community strategies.
Qualifications & Skills:
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2+ years customer service experience, with social media and support/help desk experience
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2 years of experience in building, growing and managing communities
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Excellent written and spoken English communication skills, ability to simplify complex topics for broad audiences and communicate effectively.
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Strong attention to detail.
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Excellent interpersonal and public speaking skills
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Available to work in UTC timezone.
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Bachelor’s degree or equivalent required
Desirable skills:
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Strong understanding of the music industry and how the business is going to play a big role in the future of it.
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Deep knowledge of Web3/blockchain community programmes in Europe, US and/or Asia.
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Active in Crypto communities on Twitter, Discord, Reddit, Telegram.
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