Search Engine Hiring Community Manager/ Product Support Manager for Turkish/ Spanish Markets
Our client, the world's most popular search engine, is looking to add a Scaled Support Product Support Manager to their team. This role would require fluency in English and either Turkish or Spanish.
The Scaled Support Product Support Manager Turkish OR Spanish will be responsible for Scaled Support Strategy; managing local communities, forums and social channels to engage top contributors/product experts, agents and end users.
They will be responsible for outreach, event planning support, product development, quality assurance, and reporting.
The Scaled Support PSM will communicate customer suggestions and provide ideas for product improvement, along with expanding our community members base and generate community awareness.
This Community Manager will be responsible for four main areas;
1) Scaled Support Strategy
- Develop a Scaled Support Strategy for a global product with millions of users that supports their needs in a scalable and cost effective way
- Develop proactive education strategy to encourage product and feature adoption and self-service help
- Manage scaled support channel launches and process improvements e.g. Forums, Help Centre, Twitter, Facebook, Line, Whatsapp, VK.com etc
2) Community Support
- Monitoring the response rate performance across Turkish OR Spanish communities, analyzing and troubleshooting fluctuations of performance
- Handling requests, feedback and insights from Top Contributors and agents
- Educating Top Contributors on new product developments and features to empower them to support end users
- Supporting CRM migration to a new platform
3) Top Contributor Analysis
- Maintain forum active reports and update experts' details
- Pull reports and analysis performance data, forecast volumes and determine recruitment needs
- Deep dive into trending issues to understand user feedback and root causes
- Support travel and event logistics for a Top Contributor summit
- Onboard new experts into the program and manage level promotions
4) Turkish/ Spanish Language Support
- Hosting monthly Hangout content for Top Contributors in Turkish or Spanish
- Occasional translation support
- BA/BE/BS degree or equivalent practical experience.
- Ability to speak and write in English and Turkish OR Spanish fluently and idiomatically.
- Demonstrable experience in Scaled Support Channels e.g. community management, forum manager, social support, and customer support.
- Excellent problem-solving, strategic and analytical skills, with the ability to draw insights from data and manage recommended actions.
- Strong analytical, troubleshooting and problem-solving skills.
- Demonstrable experience in project management, relationship building and stakeholder management.
- Strong knowledge of the local internet industry, cultural landscape and current marketplace trends in European and/or Latin American markets/ Turkish Markets.
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.