Associate Community Support Manager, Mind the Product

Pendo.io; London; On-site; GBP 30,000 - 50,000; Full time

Job description

Mind the Product is the world’s most engaged product community, providing articles, meetups, training, and events that support the careers of 300,000+ product people globally. Today, as part of Pendo, Mind the Product produces daily editorial content, two weekly newsletters, the weekly Product Experience Podcast, a series of popular conferences, hundreds of workshops for product teams and individuals, and the #1 PM job board. We also support 150+ ProductTank meetups in cities around the world.

Role Responsibilities:

The Community Support Manager will serve as the first point of contact for all inbound communications, including attendees, community members, and potential sponsors, ensuring a seamless and positive experience for everyone engaging with Mind the Product. This role requires a proactive, organized, and customer-focused individual who can manage inquiries efficiently, track and resolve community requests, and provide top-tier support across Mind the Product’s offerings—including events, training, and community engagement. Key responsibilities include:

Customer Support & Inbox Management

• Act as the primary manager of Mind the Product’s inbox, responding to inquiries from attendees, community members, and potential sponsors in a timely and professional manner.
• Address a wide range of inquiries, including event questions, training information, sponsorship opportunities, and general community support.
• Escalate complex issues to appropriate internal teams while maintaining visibility and ensuring timely follow-up.

Requests & Issue Resolution

• Actively track, manage, and resolve all MTP requests, including:
• Invoice requests
• Change orders (e.g., ticket name changes, refunds, or modifications)
• Group sales requests
• Event-related inquiries (schedules, access, content, venue information, etc.)
• Maintain a system for logging, categorizing, and analyzing customer inquiries to identify trends and improve support efficiency.

Event & Conference Support

• Serve as a key point of contact for attendees before, during, and after Mind the Product events, ensuring they have the information and support they need.
• Assist with event registrations, confirmations, and access to event materials (e.g., slide decks, recordings).
• Work closely with the Events and Community teams to ensure a smooth and high-quality attendee experience.

Process Improvement & Community Engagement

• Continuously refine and improve support processes to enhance response time and overall customer satisfaction.
• Develop and maintain an up-to-date FAQ and customer support documentation for recurring inquiries.
• Provide insights and feedback to internal teams based on customer inquiries and challenges.
• Engage with community members across various platforms, ensuring they feel supported and valued.

Minimum Qualifications

• 3+ years of experience in a customer service, community management, or support role, preferably in events, training, or media.
• Strong written and verbal communication skills with the ability to respond professionally and empathetically.
• Excellent organizational skills and the ability to manage multiple support inquiries simultaneously.
• Proficiency in using helpdesk, CRM, or email management tools (e.g., Zendesk, HubSpot, Intercom, or similar).
• Detail-oriented with strong problem-solving skills and the ability to work independently.
• Ability to work collaboratively across teams, including Events, Training, and Community teams.

Preferred Qualifications

• Experience in event or training support, particularly in the tech or product management space.
• Familiarity with the Mind the Product community, product management topics, and the broader tech industry.
• Experience working remotely in a fast-paced, high-growth organization.