Dictionary.com is seeking an intelligent and energetic Community Manager to join our team of wordsmiths. 

As a member of our marketing team, you’ll work closely with team members across the company to troubleshoot existing customer issues and provide team members with input into strategic customer plans. Engaging with our customers across social media, email, and the Dictionary.com apps, you’ll discover their challenges and needs and help them get the most out of their digital dictionary experience. 

Responsibilities: 

  • Take ownership of email and social media customer service conversations with a focus on improving customer experience and customer loyalty
  • Adapt customer service messaging to brand voice and adhere to said voice in all communications
  • Identify and troubleshoot common customer challenges and provide better solutions
  • Guide team members on best practices for a premier customer experience, partnering with teams to translate business initiatives into new customer solutions
  • Craft and maintain customer information portals, and partner with marketing team members to create proactive communication solutions 
  • Collate and monitor analytics, and communicate customer pain points regularly to team members
  • Own the community conversations to each audience in our brand voice

Requirements:

  • 5+ years of relevant experience in a customer-facing customer success role
  • Marketing background a plus
  • Deep understanding of email and social media customer management platforms 
  • The ability to work in a fast-paced digital environment
  • A passion for solving customer problems and following through until issues are made right 
  • Excellent written communication skills and an obsession with good grammar
  • Ability to work independently and stick to deadlines
  • A love of the English language and the written word 

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