Support and Community Manager (German-speaking)

jazzhr • Bali • ID • $1.80k - $2.40k / year • 2m ago

We’re helping a fast-growing AI education and automation consultancy serving the German-speaking (DACH) market find a Support & Community Manager to take ownership of participant support and community experience across its flagship AI Academy.

This is a full-time, remote role supporting a 36-week B2B training program and paid community for coaches, consultants, and small businesses learning how to apply AI and automation in a practical, compliant way.

As the company scales toward 600+ active participants, this role is critical to maintaining a high-quality learning experience, fast response times, and a strong, engaged community.

Role Overview

As Support & Community Manager, you are the first point of contact for academy participants.

You’ll handle support inquiries, moderate and nurture the community, manage administrative follow-ups, and ensure participants feel supported throughout their learning journey. This role blends customer support, community management, and administration, with light technical exposure to AI tools and learning platforms.

You’ll work closely with the founder and European core team, while execution happens independently with clear ownership.

Role Details

Commitment: Full-Time
Schedule: CET working hours (availability during core support hours required)
Location: Fully Remote
Engagement: Independent Contractor
Start Date: ASAP
Monthly Rate: $1,800–$2,400 USD, depending on experience

What You’ll Do

Customer Support & Inquiry Handling

Handle incoming inquiries via email, ticket system, and community platform
Provide fast, friendly, and solution-oriented responses
Prioritise, categorise, and escalate requests when needed
Maintain and improve the internal knowledge base
Proactively communicate about known issues or program updates

Technical & Subject-Matter Support

Answer participant questions about course content and learning materials
Support users with technical issues on the learning platform
Use AI tools (e.g. ChatGPT, Claude) to research and draft high-quality responses
Explain basic AI concepts clearly to non-technical users
Escalate complex questions to instructors or consultants

Community Management

Moderate and manage the online community platform
Welcome new members and guide onboarding
Foster engagement, discussion, and peer learning
Identify and escalate critical sentiment or complaints
Organise and support virtual events (Q&As, community sessions)
Collect feedback to improve the program and experience

Administrative Support

Handle questions around contracts, cancellations, and pauses
Support billing-related inquiries (invoices, receipts, reminders)
Maintain customer data in the CRM
Support preparation and dispatch of contract documents
Follow up on open items to ensure timely resolution

What We’re Looking For

Must-Haves

Fluent German (C1+) — written and spoken (non-negotiable)
Experience in customer support, community management, or digital education environments (at least 1-2 years)
Strong written communication skills and structured thinking
Comfort using modern SaaS tools and learning new systems quickly
High service orientation, empathy, and professionalism
Ability to work independently, manage priorities, and stay organised