Community Support Manager
GitHub via Jobspresso
Anywhere in US
Jan 27th 2019
We're looking for a Community Support Team Manager to help lead our passionate, distributed Community Support staff and work with them to help support, inspire, listen to, and educate our users.
The Community Support Manager will work with their team members to provide guidance and support in the day-to-day work environment. The manager will also work side-by-side with the team to resolve users' questions as quickly and awesomely as possible, as well as to plan and implement projects owned by Community Support. They will help prioritize team projects based on the overall company goals, as well as support each team member on specific projects that define the overall Community Support roadmap. The manager will help strategize to remove roadblocks as they arise, or reevaluate timeline, to ensure goals can be achieved. Additionally, the manager will participate in weekly management meetings, providing input and guidance for the strategy of Community Support and the overall Support organization.
When GitHub users have questions, we aim to make their first stop the GitHub Community Forum. The Community Support Team handles all the moderation of the Community Forum, including answering user questions, when needed. Additionally, the Community Support Team is responsible for our public support (e.g. social media), as well as Atom and Desktop support. The wide range of topics the team covers requires a diverse and dedicated team that collaborates and communicates constantly. The manager will continue to build team and project cohesion as needed in all areas we serve as a Community Support Team.
The most important characteristic of all of our support teams, including Community Support, is that we love helping developers. GitHub is a place for people to work better, together. Our job is to help. We treat users the way we'd want someone to treat our friends. The manager is a passionate, proven leader, with great empathy to help us in this mission.
Our support teammates have excellent writing chops: stellar grammar, charming written personality, and the ability to explain complicated things simply. They also are clear communicators with a talent for identifying trends and gathering user feedback to help build better content for our users, and more efficient workflows for our teams.
The Community Support Manager will report to the Head of Support, and will help maintain open lines of communication among team members, while keeping work focused on what is most important to the individuals, the team, and the company. The Community Support Manager will also keep communication open with other teams across the company, including (but not limited to) Product, Marketing, Training, and Engineering, to serve everyone involved. The Community Support Manager will work with the Human Resources team to help support the needs of the existing team, as well as budgeting and finance for hiring new talent.
- Meeting 1-1 with team members on a regular basis
- Planning and supporting career development
- Giving guided performance feedback
- Serving as a coach and mentor
- Keeping communication channels open within the entire Support team as well as cross-functionally
- Advocating for the Community Support Team and its work across the org and overall company
- Serving as hiring manager for the team
- Work with other Support leaders to define strategy across the Support Organization
- Participating in management conversations about the day-to-day business as well as future direction and strategy of the team
- Review and/or work tickets, answer community inquiries, take customer phone calls or chats (if applicable)
- Setting a strong example for the team by creating internal documents for knowledge sharing
- Taking a lead role in helping define and progress the Community Support Team's roadmap and project priorities
- Helping improve and streamline processes and workflow for the Community Support Team
- Helping define team expectations as the team grows
- Passionate about creating and fostering good support practices
- Ability to empathize with a diverse range of people
- A strong sense of empathy and the ability to advocate for others
- Excellent problem solving skills
- Experience working remotely
- Mentorship, coaching, or management experience
- Hiring experience
- Familiarity with GitHub products (including Community Forum)
- Prior customer support experience
- Experience with public support
- Experience with effective collaboration across teams and organizations
- Strong leadership skills
- Experience writing and implementing process documentation
- Training experience
- Strong prioritization and organization skills
- Project management skills
- Managing a remote team
- Technical experience (QA, documentation, elaborate board games)
The position reports to the Head of Support and works closely with other teams and leaders across the company.
Who We Are:
GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers. Over 27 million people use GitHub to build amazing things together across 79 million repositories. With the collaborative features of GitHub.com and GitHub Business, it has never been easier for individuals and teams to write faster, better code.
What We Value:
Collaboration: We believe the best work is done together.
Empathy: We believe in putting people first.
Quality: We believe in setting the standard for excellence.
Positive Impact: We believe in making the world a better place through our work.
Shipping: We believe in creating things for the people using them.
Why You Should Join:
At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe. Here is a complete list of where we can hire!
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!
Please note that benefits vary by country, if you have any questions, please don't hesitate to ask your Talent Partner.