Manager Email Support (Night Shift)

About the role

As the Community Manager, you will be responsible for owning the end-to-end email-based support experience for our community of users, driving high customer satisfaction, maintaining service levels, and shaping the support roadmap. With your 7+ years of experience, you will both manage day-to-day operations and lead strategic initiatives to continuously elevate the customer experience and community engagement via email. You will serve as the voice of the community internally-communicating trends, identifying improvement opportunities, and partnering cross-functionally. You are someone who: Believes empathy is foundational to outstanding customer support. Demonstrates strong problem-solving and investigative skills. Maintains contagious positive energy, even under high volume or complex cases. Possesses excellent written English communication, with the ability to craft clear and professional responses. Thrives working independently and in a highly collaborative, cross-geography environment. Has undergone 7+ years in customer support/community-support roles (preferably email-based, servicing US / international customers) and is now ready to step into a leadership/managerial role in that space. Has a keen interest in community dynamics, user feedback, and service excellence.