Community Lead & Support

Job description

The rapid growth of Dealroom.co requires an experienced and high activity Community Lead & Support representative to manage the interaction with our community.

As part of the commercial team, the Community Lead & Support main objective is to interact with our community, drive the usage of our platform and ensure a maximum level of customer satisfaction. With Intercom, LinkedIn and Twitter as the main channels for interaction, a wide range of community inbound queries have to be dealt with. This can vary from driving user engagement, optimize our service level performance and day-to-day user support.

You have a passion for anything related to tech startups and venture capital, and would like to become one of Dealroom's trusted subject matter experts. This not only includes knowing the Dealroom products inside-out, but also staying up-to-date on industry news to truly understand the requests our clients have.

You’re required to build and execute upon a strategy to facilitate and interact with our community and users. You’ll be working closely with Marketing, Sales and Development in this effort. Whilst cooperation is also required in facilitating ad-hoc user requests, prioritizing bugs, and to setup an elaborate user-support portal.

If you are a keen, concise and no-nonsense individual, with exceptional commercial skills, a good understanding of technology and a proactive mindset, please read further!

About Dealroom

Dealroom is Europe’s leading provider of startup data & insights. The Dealroom software, database and research enables Venture Capital Firms, Corporates, Advisory firms and Governments to stay at the forefront of innovation, discover promising companies and identify strategic opportunities.

Our core products are:

1/ The Dealroom SaaS platform that offers an intuitive interface to identify and track promising startups and analyse broader industry/business model trends.

2/ The Dealroom API, enabling our clients to integrate Dealroom data straight into their own applications and processes.

3/ Custom research projects in which we combine Dealroom data with expert insights. The scope of these projects range from market scans and industry deep-dives to high-level analyses of trends on startups, employment and venture capital.

4/ Dealroom Ecosystem Solutions, that provide an open (and crowdsourced) platform to support local governments, founders and investors to keep track of activity in their local tech ecosystem, showcase it to the world and foster networking. For example in Berlin, The Netherlands and the United Kingdom.

Among our clients are world-leading firms including McKinsey, BCG, Deloitte, Google, Amazon, Microsoft, Sony, Sequoia, Insight VP, Balderton Capital, EQT and many others that rely on Dealroom Data as part of their strategic decision-making.

Team

We operate from the heart of Amsterdam. We’re passionate about everything that is happening around technology, start-ups and scale-ups, and aim to capture this in actionable data points for our users. Our company culture is ambitious, diligent and proactive, but also fun and playful including weekly team drinks.

Responsibilities

The Community Lead & Support will:

  • Act as the first point of contact for users and assist them with all their questions whilst maintaining a healthy relationship through effective communication
  • Adequately distribute specific requests to the Sales, Customer Success and Development team.
  • Build a community and support strategy. Solidifying and in support of our (user-)community interaction; optimally using Intercom and Social Media (i.e. Twitter, LinkedIn)
  • Collect feedback from (potential) customers and provide this feedback to our Product- and Development teams in a structured format.
  • Respond to and handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Use customer feedback and usage analytics to improve our automated interaction processes
  • Maintain a strong relationships with Customer Success and the Account team to holistically monitor and address customer issues, and provide additional insights from a customer perspective
  • Develop, author, and maintain product and product education material, in a new to-be-setup support portal.
  • Work closely with our product and development teams to keep your knowledge up to date, becoming a product expert and be the voice of our clients by sharing feedback internally and ensuring our development team can work on providing updates

Requirements

Who you are / Background

  • Up to 3 years of hands-on account management client success or support experience, focussing on a wide variety of clients within a B2B SaaS company preferably with a freemium model
  • You are comfortable stepping outside of your comfort zone to learn something new and have a good dose of initiative and opinion to make your own decisions
  • You have a curious mind that loves puzzles, whether that entails technical troubleshooting and debugging of API calls
  • You have a structured way of working and don’t lose sight of the important details.
  • You’re always looking for ways to optimise and automate repetitive support processes to free up more time to spend on quality interactions with clients.
  • You have a passion for technology, startups and venture capital markets.
  • Comfortable with working in a multicultural and fast-growing start-up work environment
  • You genuinely believe in building and promoting healthy, long-lasting customer relationships
  • Self-motivated, detailed, ability to prioritize, proactive and ambitious
  • EU citizenship or already in the possession of a Dutch working permit
  • Fluent in English. Any additional European language is a big advantage

What we can offer you

  • A competitive salary
  • Freedom and responsibility to execute on your own ideas
  • Ambitious, energetic and data-driven colleagues and customers that are the forefront of innovation and technology.
  • Training on the job to improve your SaaS knowledge plus an extensive training budget
  • A daily office lunch and many more perks upcoming
  • Travel reimbursement