Community Manager | ExpertFlyer

Red Ventures•San Juan, PR

4d•Hybrid

About The Position

As the Community Manager at ExpertFlyer, you will be the voice of our most passionate users and the bridge between our community, product, and engineering teams. You will own day to day customer support and community engagement while helping shape the future of the product through insights, feedback, and data. This role sits close to the product team and has a clear growth path into product and analytics focused work.

Requirements

Strong written and verbal communication skills, with the ability to explain complex topics clearly and empathetically.
Demonstrated customer empathy and a genuine interest in helping users solve problems.
Ability to independently learn and master complex products and workflows.
Comfort working cross functionally with engineering and product teams.
Strong organizational skills and the ability to manage a high volume of requests in a fast paced environment.

Responsibilities

Manage and resolve 25 to 50 or more customer support inquiries per day, working closely with engineering and product teams to troubleshoot and resolve complex issues.
Continuously identify opportunities to improve response times and time to resolution through better processes, tooling, and automation.
Own and manage ExpertFlyer’s community presence across platforms such as Instagram, Facebook, FlyerTalk, and others as needed.
Engage directly with our most knowledgeable and passionate users, fostering a helpful, respectful, and informed community.
Collect, synthesize, and share customer feedback and trends with the product team to inform roadmap decisions.
Identify recurring support themes and suggest product improvements and new feature ideas based on ticket volume and community input.
Help explore and implement ways to automate and scale customer support using modern tools and AI driven solution

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume