Community Support Manager (REMOTE)

Who We’re Looking For

As the Manager of Community Support at Discogs, you will be a pivotal leader, driving operational efficiency and enhancing the customer experience for our global community. Reporting directly to the VP of Finance and International Operations, you will lead a global team of support specialists, ensuring our community receives timely, effective, and empathetic support across all Discogs product offerings. You will be responsible for aligning the Community Support team's strategy with the company's financial and operational goals, leveraging data-driven insights to optimize processes and drive continuous improvement.

This role requires a strategic thinker with a strong analytical mindset, capable of translating customer feedback and support metrics into actionable business insights. You will be a key partner to other departments, ensuring seamless support for new product launches and initiatives.

Location

This is a remote position. Open to candidates located in OR, WA, CA, CO, TX, IL

Compensation

Starting Base Salary Range: $80,000 - $90,000 yearly

Who We Are

We are dedicated to supporting a global community of music fans and collectors who share the value, culture, connection, and joy of record collecting. Fostering the exchange of knowledge, records, and curation, we help people help each other deepen their relationship with music. Leveraging the power of community, we are committed to enabling people to explore artists and their recorded works through the world's definitive music discography, stay informed with record collection and sales history data, get organized with specialized collection management tools, and stay connected to a global community of fellow record collectors and sellers. Providing this essential set of resources, tools, and access, we aim to unleash boundless opportunities for people to dig into the depths of their musical interests, build and fortify their record collections, cultivate and bridge communities, and elevate their connection to music and record collecting.

What You’ll Accomplish

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Responsibilities:

Strategic Planning and Budget Management:

• Develop and communicate the Community Support team's vision, strategic objectives, and roadmaps, aligning them with the company's overall goals and financial targets.
• Forecast staffing needs and manage the hiring process in collaboration with People Operations, ensuring alignment with budgetary considerations.

Operational Excellence and Performance Optimization:

• Establish and monitor key performance indicators (KPIs) to measure team performance, identify areas for improvement, and drive operational efficiency. Provide regular KPI reports and other insights to Leadership.
• Analyze support data to spot trends, patterns, and customer pain points, providing actionable insights to the product and engineering teams.
• Leverage technology and automation to optimize support processes and workflows, enhance efficiency, reduce costs, and improve customer satisfaction.
• Manage the Discogs Helpdesk, help documentation, and internal knowledge base, ensuring accuracy and accessibility.

Team Leadership and Development:

• Lead, mentor, and develop a team of Community Support specialists while fostering a culture of high performance and continuous improvement.
• Hold regular meetings with team members to track team performance, provide guidance, and ensure alignment with strategic objectives.

Cross-Functional Collaboration and Process Improvement:

• Partner with other departments (Product, Engineering, Marketing, Operations, etc.) to establish and refine support procedures for new developments in our products and services, ensuring seamless integration and alignment with company goals.

Requirements

What You’ll Contribute

Required Skills & Abilities:

• Proven leadership and management experience, with a track record of building and developing high-performing teams.
• Excellent analytical and problem-solving skills, with a data-driven approach to decision-making.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders.
• Strong understanding of customer support best practices, metrics and KPIs.
• Possess a strong working knowledge of customer support ticket software and automation tools, namely Zendesk.
• Demonstrated abi