Customer Success Manager

About Locals

Locals.org is a social platform that provides creators with tools for building, engaging, managing, scaling and monetising their communities.

About the role

We are seeking a passionate and dedicated Customer Success Manager to join our team with a clear mission: to empower creators on Locals to build, grow, and monetize their communities effectively. In this role, you will be the key support system for our creators, ensuring they have the tools, knowledge, and resources needed to thrive on our platform. Your work will be crucial in providing a seamless, engaging experience for creators, enabling them to focus on what they do best - creating and connecting with their communities. By working closely with our creators, support team, and product development, you will play a pivotal role in driving customer success and shaping the future of our platform.

In this role, you’ll have the opportunity to

Work directly with Creators

• Provide timely and empathetic support to enhance the creator experience.
• Contribute to the creation of support resources, such as help articles, FAQs, and tutorial videos to assist creators in using the platform effectively.
• Develop and maintain deep comprehensive knowledge of the Locals platform to train creators on features and functionality.

Collaborate with Support Team

• Develop moderation rules and support workflows for smooth day-to-day operations.
• Ensure tickets are resolved promptly and efficiently, and propose innovative and alternative solutions to resolve users’ concerns.
• Identify common issues and collaborate with the product team to relay feedback and drive product improvements.

Drive the product roadmap

• Shape and manage the CRM system and other digital tools to ensure accurate tracking, reporting, and analysis of user interactions.
• Monitor and analyze user engagement to identify trends and opportunities.
• Collaborate with stakeholders, product, sales, and engineering teams to enhance customer experience and drive the product roadmap.

Skills to Bring

• Excellent communication skills with a passion for helping customers.
• Hands-on experience in customer-facing roles within Tech B2B companies
• Fluent in English and conversational in Russian.
• Strong ability to solve problems and manage multiple tasks efficiently.
• Experience implementing 3rd party tooling or software is a plus.
• Passion for empowering creators, entrepreneurs, and brands to make a significant impact in 2024 and beyond.

Recruitment Process

1. Intro Talk: Meet with a Recruiter (30 minutes)
2. Professional Interview: A more in-depth discussion with the Head of Product. (60 minutes)
3. Final Interview: A conversation with the founders. (60 minutes)

Offer!

Benefits

• Flexible Paid Time Off: We coordinate to ensure a healthy balance between work and personal time.
• Fully remote role from Europe or the UK.
• Annual Care Allowance: For health, wellness, and educational purposes.
• Open Culture: Freedom to propose new ideas and initiatives.

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