Associate Community Support Manager Mind the Product
Associate Community Support Manager Mind the Product
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Job Description
Mind the Product is the worlds most engaged product community providing articles meetups training and events that support the careers of 300000 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 customerfocused individual who can manage inquiries efficiently track and resolve community requests and provide toptier support across Mind the Products offeringsincluding events training and community engagement. Key responsibilities to include:
Customer Support & Inbox Management
- Act as the primary manager of Mind the Products 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 followup.
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
- Eventrelated 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 highquality attendee experience.
Process Improvement & Community Engagement
- Continuously refine and improve support processes to enhance response time and overall customer satisfaction.
- Develop and maintain an uptodate 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).
- Detailoriented with strong problemsolving 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 fastpaced highgrowth organization.
Pendo Description:
Pendo was founded in 2013 by former product managers who combined their heads and hearts to build something they wanted but never had as product managers a simple way to understand and attack what truly drives product success. Our mission is to improve societys experience with software.
Come join one of the fastestgrowing startups supported by bestinclass institutions like Battery Ventures Salesforce Ventures Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendos future. Our culture is passionate dynamic and fun.
EEOC
We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds experiences abilities and perspectives.
Accessibility
Pendo is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process please send a request to: All requests for accommodations are treated discreetly and confidentially as practical and permitted by law.
Compensation
Our salary ranges are based on paying competitively for our size and industry and are one part of many compensation benefits and other reward opportunities we provide.
The expected salary range for this role to be performed in
London UK is GBP
Individual pay rate decisions including offers made within and over the expected salary range are based on a number of factors including qualifications for the role experience level skillset and balancing internal equity relative to peers at the company.
#LIKW1
Required Experience:
Manager
Employment Type
Full Time
