User Experience & Community Lead
KIWIBIT INC
Job Description
Job Description
PLEASE NOTE THIS IS A HYBRID POSITION, MUST BE ON SITE IF NEEDED.
Overview
We're looking for a User Experience & Community Lead to take ownership of our customer support and community engagement. This role will lead a small support team and work closely with product, engineering, and operations to ensure our users have a seamless, satisfying experience from onboarding to long-term retention. You’ll be the central point of contact for our user base—responding directly when needed, and designing scalable systems to support growth.
Key Responsibilities
- Lead day-to-day customer support operations across channels (email, chat, helpdesk tools).
- Manage and mentor a small support team, ensuring high-quality service and fast response times.
- Build and maintain strong user communities (e.g., WhatsApp, Discord, Reddit), fostering feedback and engagement.
- Organize and run structured beta programs and user testing initiatives with clear reporting.
- Coordinate with product and engineering teams to escalate and resolve recurring issues.
- Track key metrics around satisfaction, response time, and user retention to guide improvements.
- Design and improve internal workflows and knowledge systems to ensure consistent, scalable support quality as the team grows.
- Help shape self-service resources such as FAQs, help center content, and onboarding flows.
What You Bring
- 5+ years of experience in customer support, user operations, or community management.
- Proven experience managing or mentoring a small support or community team.
- Excellent communication skills with a user-first, empathetic mindset.
- Hands-on experience managing online communities and feedback channels (WhatsApp, Discord, FB Groups).
- Strong organizational and problem-solving abilities in a fast-paced environment.
- Familiarity with tools like Zendesk, Notion, or similar.
What We Offer
- A high-impact, high-ownership role at a growing consumer tech brand.
- Remote-friendly culture with flexible working hours.
- A mission-driven team that values initiative, transparency, and user empathy.
We’re a fast-growing consumer tech startup building smart hardware products that simplify and enhance everyday life. We
care deeply about user experience and believe great support is part of great product design.
Company Description
We’re a fast-growing consumer tech startup building smart hardware products that simplify and enhance everyday life. We\r\ncare deeply about user experience and believe great support is part of great product design.
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