Community Support Manager

IFTTT gets all your apps and devices talking to each other. Not everything on the Internet plays nice, so we’re on a mission to build a more connected world.

We’re looking for an experienced, user-comes-first, collaborative, and product-minded Community Support Manager to join our team in San Francisco, CA. Our community team needs a skilled communicator and Help Center content creator to help us scale our community support with a relatable and human touch. Our team motto is: helping people help themselves.

What you will do:

  • Manage and maintain our Help Center, email, and social media support inbox, powered by Zendesk
  • Identify and triage troubleshooting trends from the community to inform our product teams about meaningful improvements
  • Create and maintain Help Center content that helps us scale “one to many” support for our user community
  • Monitor Help Center SEO, keywords, and article traffic to optimize new and existing articles
  • Analyze feedback and troubleshooting requests to implement changes with our product management teams that improve the product and user experience
  • Work closely with our platform team to help bridge the gap between our service owners and users 

We are looking for:

  • 2 to 4 years experience in community support or technical support teams
  • Experience with Zendesk, Intercom, or similar CRMs
  • Experience engaging on social media, Reddit threads, and community forums for diverse topics
  • Proven track record to identify, triage, and produce excellent product recommendations that have impactful results
  • Help Center content creation and optimization experience
  • Excellent written and oral communication skills
  • Bonus if you’re interested in programming and learning to code
  • Double super bonus if you’re interested in APIs
  • Triple super bonus if you love downloading and trying new apps, IoT products, or anything that requires a login 🤓