Job Description
We are seeking a dynamic and proactive professional to join our team as a Customer Support and Community Manager. This role involves a combination of customer service, community engagement, backend management, event planning, and data analysis to ensure an exceptional user experience and drive platform growth.
Key Responsibilities
- Zendesk Customer Support and Community Management: Follow up with customer service inquiries, answer community questions, promptly resolve user issues related to stocks and contracts, and ensure a seamless user experience.
- Backend Management and Announcement Publishing: Manage backend configurations, write and publish business announcements on Zendesk, ensuring content is clear, accurate, and delivered in a timely manner.
- Event Planning and User Operation: Develop creative copy and organize targeted operational activities based on user group characteristics to enhance user engagement, loyalty, and participation.
- Data Analysis and Product Optimization: Utilize basic data analysis skills to derive insights from product and market data, identify user needs, and drive product improvements to boost satisfaction and experience.
- Competitor and Industry Tracking: Analyze competitor functionalities, monitor industry trends, identify market hotspots, and plan innovative marketing activities to strengthen platform competitiveness.
Job Requirements
- Proven experience in customer support, community management, or a related role.
- Familiarity with Zendesk or similar customer service platforms.
- Strong written and verbal communication skills for creating announcements and engaging with users.
- Basic data analysis skills to interpret user behavior and market trends.
- Creative mindset with the ability to plan and execute engaging events and activities.
- Ability to work independently and collaboratively in a fast-paced environment.
- Attention to detail and a commitment to delivering high-quality user experiences.
