Senior Community & Support Manager

About Zencoder

Join us at Zencoder, where our mission is to advance human knowledge through innovative AI solutions. We're transforming the landscape of software development by empowering developers with AI coding agents embedded into their workflow that help create high-quality software and accelerate product delivery. By empowering developers to code smarter, faster, and with greater impact we bridge the gap between imagination and implementation, helping organizations ship impactful software products faster.

Our product is an extension for JetBrains and VSCode that assists developers not only in generating code but also in iterative refining and repairing it through embedded AI agents. This approach goes beyond the basic code snippet suggestions. By deeply analyzing developers’ repositories and employing robust software engineering principles, Zencoder's agents enhance code quality and project alignment, freeing developers to concentrate more on innovation and creative problem-solving.

The Opportunity

We are looking for a proactive and dedicated Senior Community & Support Manager to join our team. This is a unique opportunity to be the first hire in this role, where you will shape and lead initiatives across customer support, success, and community engagement. You will be the face of Zencoder for our users, ensuring they have a seamless and positive experience with our products.

Key Responsibilities

Community Management:

• Build and nurture a vibrant community of Zencoder users.
• Facilitate discussions, answer questions, and engage with users on forums, social media, and other platforms.
• Organize and manage community events, webinars, and meetups to foster engagement and collaboration.

Customer Support:

• Provide timely and effective support to users via email, chat, and other communication channels. 
• Troubleshoot and resolve user issues, escalating to the technical team when necessary.
• Develop and maintain a comprehensive knowledge base and FAQ section.
• Work closely with the engineering and QA team to resolve customer issues.

Customer Success (optional):

• Onboard new users, ensuring they understand and can effectively use Zencoder’s features.
• Proactively engage with users to ensure they are getting the most value from our products.
• Monitor user activity and feedback, identifying opportunities for improvement and growth.
• Increase user NPS and engagement with Zencoder by providing exceptional support/service.

Essential Qualifications

• Solid experience in community management, preferably in a tech or B2B SaaS environment.
• Also, proven experience in customer support or customer success.
  Strong technical aptitude with the ability to quickly learn and explain complex software.
• Excellent communication and interpersonal skills.
• Self-motivated, proactive, and able to work independently in a remote setting.
• Passionate about technology and eager to help others succeed.

Why Join Zencoder?

• Impact and Innovation: Build a category-leading product in an exciting new market
• Growth Potential: Collaborate with a well-funded startup with ambitious goals and high talent density. We’ve built large companies and well-recognized products before and are most excited about the immediate opportunity in front of us.
• Be part of the Gen AI movement: In the next two years, Gen AI will change how companies develop software. By automating many repetitive steps, we will dramatically cut the time it takes to ship enterprise-grade software products.
• High Talent Density: Collaborate daily with our experienced AI engineers, software engineers, and founder, Andrew Filev.
• Flexibility: We hire globally, prioritizing talent over location. Work where you’re most productive and comfortable.

Zencoder is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.