Associate Community Support Manager, Mind the Product

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 to 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.

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 society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class 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 Pendo's 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: accommodation@pendo.io. 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 42,900  - 53,600

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.

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