Community and Support Manager

Responsibilities:

• Engage with community members through various channels to gather feedback and foster connections.
• Monitor and report on feedback, articles, posts, and discussions related to the project.
• Respond to user requests and feedback promptly and effectively.
• Advocate for the project, encouraging active participation and engagement among contributors.
• Understand the project thoroughly, investigate support questions, and escalate issues as needed.
• Mediate conflicts and maintain a positive and inclusive atmosphere within the community.
• Keep the community updated with project updates and developments.
• Analyze project metrics to identify trends and improve community engagement strategies.
• Collaborate with partners to develop clear documentation and tutorials to empower contributors.
• Suggest and draft documentation to address frequently asked user questions.
• Collect necessary feedback from users before and after escalating to the engineering team.
• Produce reproducible steps for the engineering team to address user issues effectively.
• Validate fixes for user issues before they are released to ensure quality.
• Advocate on behalf of users by raising common concerns and requests with the product team.
• Follow up with the engineering team to ensure timely resolution of user issues and feedback.
• Identify conferences, partners, and collaborators for potential presentations or sponsorships.
• Work with the Dev Rel team to organize community events or integrate the project into other events.
• Identify potential collaborators in the Open Source space for synergy opportunities.
• Identify participants to gather user feedback on project features and proposals.

Skills Required:

• Strong communication skills in English, both written and verbal.
• Enthusiasm for open-source principles and community building.
• Analytical mindset for interpreting project metrics and guiding strategic decisions.
• Prior experience in community engagement roles, preferably in open-source projects.
• Experience engaging with the community through various channels like social media, online forums, newsletters, and events.
• Experience in providing technical support to customers based on previous responses, team feedback, and available documentation.
• Ability to work independently and collaboratively in a dynamic environment.

Nice-to-Have Skills:

• Development experience in languages like JS, Node.js, PHP, Rust, etc.
• Working experience with Databases such as Postgres, Mongo, DynamoDB.

Success Criteria:

• Improvements in user sentiment towards the project.
• Increased awareness of the project in online spaces.
• Reduced time to first response in issues.
• Reduced time for issue resolution.
• Reduced amount of stalled user issues or PRs