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В международную EdTech-компанию Refocus ищут Head of Community.
Refocus is a remote-first Edtech company with more than 100 employees in more than 10 countries all over the world. Company helps people in the South Eastern Asia to get an IT profession and get employed in 6 months.
Why company needs community:
- Community is one of the key product features at Refocus. Not many edtech companies are focused on building trustful and meaningful relationships with students - but Refocus does. Students decide to change their lives and careers, this is a hard decision, so company needs to support and encourage them during the whole period of studies
- That is why company is looking for the Head of Community - an experienced leader who will build together with team best customer service in edtech
What does “best customer service” means for company?
- Are customer-focused company. Main target is to help find students a job after courses
- Extra care about students beyond the limits of traditional customer service. Company really focuses on assisting clients to finish their studies despite all external factors like tough work, family routine etc.
- Are fast and comprehensive in answering all students questions. Company wants to reach as shortest SLA as possible
- Customer care is so cool that students share their experience in social networks and among friends and family
- Each point of contact with the company is amazing. NO to bureaucracy, complex UX and boring procedures
Must have requirements:
- 5+ years of experience in customer support/success/community management
- Being obsessed with a customer-focused approach to work
- Experience of managing 30+ people in the team
- Experience of building multi-lingual customer support teams
- Deep knowledge of customer support metrics
- Experience of working in startup/tech company
- English B2 or higher
Nice-to-have requirements:
- Experience in edtech or any other background in education
- You know how to build great customer experience in Discord
- Experience in South Eastern Asia
What you are going to do:
- Build the best customer success department in edtech all over the world
- Be responsible for community development strategy
- Set up all necessary processes and guidelines necessary for scaling
- Managing a team of 20 (80 until the end of the year)
- Grow and develop leaders of community teamleads
- Set up KPI and analytics for the team
- Hire top talents in South Eastern Asia
What company offers:
- Opportunity to get unique experience of building a unicorn company from scratch
- Remote work or hybrid in offices at Cyprus, Jakarta, Manila, Bali
- Fair compensation for your work + bonuses
- Free access to all of company`s products