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Learning through play

Community Support

£20k – £22k • No equity
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Purpose:
Manage all activities related to EasyPeasy community and team support – encompassing our Zendesk platform, social media, content creation, and events.

Reporting to:
Steph Coleman – Community Manager

Responsibilities:
Build and maintain a support experience for our community that is helpful, reassuring, and enlightening, adding value to our platform and brand.

Explore ways for support to add value to our community and product evolution.

Lead user support and real-time response.

Create support articles, community blogs to share via our website, newsletter and beyond.

Implement social media and communication campaigns to align with our community building strategies.

Create engaging text, image and video content for our social media channels.

Foster a culture of community support across our entire business – from playing the role of internal evangelist to educating other teams on best practice and beyond.

Own Zendesk support, coordinating other members of the team, ensuring tickets are treated in a consistent tone of voice and quality worthy of a user-driven brand.

Achieve a high level of satisfaction (e.g. positive support survey score/sentiment) and productivity (e.g. average support response times).

Prepare bug reports that arise through our community.

Generate weekly/monthly support activity reports, sharing insights & recommendations with other teams to improve the product experience.

Provide leadership, motivation, direction, and support to colleagues collaborating within your area of accountability.

Support the EP team – schedule meetings and appointments; assist in the onboarding process for new hires; address office management issues (e.g.
room bookings, hardware, and travel arrangements)

What we’re looking for:
– Great people skills and a desire to learn new things.
– Amazing written English communication skills.
– Tech / social media savvy.
– Knowledge of online marketing and marketing channels.
– Passion for content creation
– Attention to detail and ability to multitask.

Bonus characteristics:
– Any Early Years experience (double bonus for online support or community experience).
– Your family and friends come to you for all their tech support needs.

Life at EasyPeasy:
– We have fantastic offices in London and Madrid.
– Our salaries and benefits are competitive.
– You’ll get a computer and software that makes your work productive and enjoyable.
– We’re a flexible employer (but we prefer to hang out together).
– We work a 37.5 hour week.
– We like to play :)

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