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Head of Online Community and Learning w/ Advanced level of English

Location:
Barcelona
Key languages:
Advanced level of English
Sector:
Management
Are you a self-help master who is passionate about building an effortless intuitive, and connected experience for the customers using the service. Are you motivated about driving social and community support strategy, helping customers on their journeys through this new and evolving ecosystem? Then we are looking for you. 

Become part of a fast-growing SaaS company that produces millions of forms every month for well-known, international clients. The most important interaction on the web is the exchange of information between a brand and its audience. And that exchange usually happens through online forms. We believe that even a utility like online forms should be remarkable. Our customers say they get more answers from their audience and even the occasional compliment. They make every interaction count!

Main Responsibilities

  • Develop and implement overall self-help & online community strategy, aligning with key stakeholders such as Produkt, Marketing, CS and Data
  • Ensuring the Customer Experience removes effort and friction for the customer 
  • Work with the Data Team to develop relevant customer insights along the journey, focused on removing friction and effort
  • Build Online Community from the ground up
  • Drive application navigation and self-enablement
  • Define customer documentation needs and information ecosystem
  • Drive greater self-help capabilities through community and user group success
  • Working closely with Product & Design, influence application navigation and self-enablement through product design and 3rd party tools 
  • Define, create, and coordinate knowledge management processes across the organization
  • Build online community customer engagement and advocacy programs in collaboration with Marketing, Business Development and Product teams 

Core Skills/experience

  • You´re fluent in English and eager to work in a multicultural, international environment
  • 5-10 years of experience leading customer self-help & online community for technology companies
  • Post-secondary education in a related field
  • Ability to understand and communicate technical concepts quickly and accurately 
  • Ability to design for the customer experience from an outside-in perspective 
  • Ability to challenge legacy behaviours and the status quo
  • Self-discipline and motivation to produce results with minimal supervision
  • Strong attention to details and demonstrated ability to handle multiple priorities 
  • Strong analytical, problem-solving and creative thinking skills
  • Ability to work effectively in a fast-paced, dynamic environment
  • Demonstrated ability to hire, promote and develop talent 

What’s on offer

  • A competitive salary 
  • Two offices - HQ and The Beach House 
  • Catered Lunch
  • Fresh Fruits
  • Barception 
  • An international, diverse, modern and creative environment 

What will you learn?

  • To always be on track with the latest strategies in the tech world
  • Become a part of a fast-paced, international environment that evolves quickly and internationally

Our recruitment process

  • Step 1: a first call with one of our Recruiters
  • Step 2: Cultural interview
  • Step 3: Case Study
  • Step 4: Team interview
  • Step 5: Interview with Hiring Manager / VP Customer Success

Don’t be shy! Just ask your recruiter!

Cecilia Bengtsson:
Recruitment Consultant

Key languages:
Danish - Swedish - English - Spanish
+34 931 222 232
Want to know more about Cecilia? Click here!

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