Community Support Manager

Aquent; London; On-site; GBP 54,000 - 61,000; Full time

Job summary

A leading technology company seeks a Community Support Manager to bridge user feedback and internal development for innovative mapping technologies. In this role, you'll ensure user insights shape product evolution while maintaining a high level of customer support. This position offers a chance to impact urban mobility and humanitarian efforts across diverse communities globally.

Benefits

Subsidized health, vision, and dental plans

Paid sick leave

Retirement plans with a match

Free online training through Aquent Gymnasium

Qualifications

• Experience in a customer service role required.
• Excellent written and verbal communication skills in English expected.
• Self-starter attitude and strong product troubleshooting skills required.

Responsibilities

• Provide timely and effective support to incoming requests.
• Categorize and track significant issues impacting the community.
• Prepare reports on support system performance and user challenges.

Skills

Communication

Problem-solving

Customer service

Flexibility

Education

Bachelor’s degree in Geospatial Information Systems

Tools

Customer support systems

Job description

Start Date:

07.01.2025

Join a pioneering team at a global technology leader developing cutting-edge mapping technologies used in mobile apps and AR products. As a Community Support Manager, you’ll be the vital link between a diverse community of users and the internal development team, ensuring that feedback is heard and acted upon. Your insights will directly shape the future of these technologies, empowering users ranging from urban mobility groups and humanitarian organizations to universities, governments, and businesses of all sizes. This is your chance to make a real-world impact by helping people achieve their mapping goals.
Be the Voice of the Community: Championing User Needs and Driving Product Improvement.

This is a 12 months contract, offering £54,995 – 61,000 per annum, pro rata (PAYE).

In this dynamic role, you will act as a key point of contact for a diverse community of users, ensuring their feedback shapes the evolution of critical mapping technologies. You will be instrumental in identifying key issues, prioritizing feature requests, and ensuring a smooth and positive user experience. This is a unique opportunity to contribute directly to the development of technologies that are changing the way people interact with the world.

Responsibilities:
* Provide timely and effective support to incoming requests from partners and users across multiple communication channels.
* Clearly communicate user feedback, issues, and opportunities to the internal development team.
* Categorize and track significant issues impacting the community using internal and external task management tools.
* Identify and document feature requests and potential product improvements for future development.
* Analyze and refine issue tracking dashboards to provide actionable insights.
* Prepare and present reports on support system performance, issue resolution metrics, and common user challenges.
* Maintain and update help documentation to ensure users have access to clear and timely information.
* Proactively identify opportunities to improve apps, websites, tools, and communication strategies to enhance user experience.
* Collaborate with the Community team to support user onboarding and engagement campaigns.
* Assist with marketing and communication initiatives as needed.
* Travel occasionally within the United States to meet with team members and community partners (up to once per quarter).

Must-Have Qualifications:
* Experience in a customer service role.
* Excellent written and verbal communication skills in English.
* Flexibility to participate in early morning or late afternoon calls to accommodate different time zones.
* Self-starter attitude and a proactive approach to problem-solving.
* Strong product troubleshooting skills.

Nice-to-Have Qualifications:
* Experience with customer support systems.
* Bachelor’s degree in Geospatial Information Systems or a related field.
* Familiarity with OpenStreetMap and its contributing community.
* Experience working remotely as part of a globally distributed team.
* Community management experience.

The shortlisted candidates will be contacted by EOD on Tuesday 17th June.

About Aquent Talent:
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!
Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

Client Description

Our Client is the largest social media company in the world. They have substantial B2B and B2C advertising and media platforms, as well as a nonprofit initiative. With the mission of bringing people together, they now boast over 2 billion users, and are rapidly developing as they influence the world around us.

Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.