We're helping a fast-growing AI education and automation consultancy serving the German-speaking (DACH) market find a Support & Community Manager to take ownership of participant support and community experience across its flagship AI Academy.
This is a full-time, remote role supporting a 36-week B2B training program and paid community for coaches, consultants, and small businesses learning how to apply AI and automation in a practical, compliant way.
As the company scales toward 600+ active participants, this role is critical to maintaining a high-quality learning experience, fast response times, and a strong, engaged community.
Role Overview
As Support & Community Manager, you are the first point of contact for academy participants.
You'll handle support inquiries, moderate and nurture the community, manage administrative follow-ups, and ensure participants feel supported throughout their learning journey. This role blends customer support, community management, and administration, with light technical exposure to AI tools and learning platforms.
You'll work closely with the founder and European core team, while execution happens independently with clear ownership.
Role Details
* Commitment: Full-Time
* Schedule: CET working hours (availability during core support hours required)
* Location: Fully Remote
* Engagement: Independent Contractor
* Start Date: ASAP
* Monthly Rate: $1,800–$2,400 USD, depending on experience
What You'll Do
Customer Support & Inquiry Handling
* Handle incoming inquiries via email, ticket system, and community platform
* Provide fast, friendly, and solution-oriented responses
* Prioritise, categorise, and escalate requests when needed
* Maintain and improve the internal knowledge base
* Proactively communicate about known issues or program updates
Technical & Subject-Matter Support
* Answer participant questions about course content and learning materials
* Support users with technical issues on the learning platform
* Use AI tools (e.g. ChatGPT, Claude) to research and draft high-quality responses
* Explain basic AI concepts clearly to non-technical users
* Escalate complex questions to instructors or consultants
Community Management
* Moderate and manage the online community platform
* Welcome new members and guide onboarding
* Foster engagement, discussion, and peer learning
* Identify and escalate critical sentiment or complaints
* Organise and support virtual events (Q&As, community sessions)
* Collect feedback to improve the program and experience
Administrative Support
* Handle questions around contracts, cancellations, and pauses
* Support billing-related inquiries (invoices, receipts, reminders)
* Maintain customer data in the CRM
* Support preparation and dispatch of contract documents
* Follow up on open items to ensure timely resolution
What We're Looking For
Must-Haves
* Fluent German (C1+) — written and spoken (non-negotiable)
* Experience in customer support, community management, or digital education environments (at least 1-2 years)
* Strong written communication skills and structured thinking
* Comfort using modern SaaS tools and learning new systems quickly
* High service orientation, empathy, and professionalism
* Ability to work independently, manage priorities, and stay organised
Nice-to-Haves
* Experience in EdTech, coaching programs, or online communities
* Basic understanding of AI topics (prompting, automation, LLMs)
* Experience with CRM systems (HubSpot, Pipedrive, Salesforce)
* Familiarity with billing, invoicing, or accounting workflows
* Experience supporting webinars or online events
Ideal Candidate Profile
This role is ideal for someone who:
* Enjoys helping people and solving problems calmly and clearly
* Is structured, reliable, and detail-oriented
* Is comfortable handling recurring questions with patience
* Can balance empathy with efficiency
* Is curious about AI and modern digital tools
* Wants to grow with a fast-scaling, AI-first company
What You'll Get
* Meaningful work in an AI-first environment
* Full exposure to AI education, automation, and compliance topics
* Clear ownership and trust from day one
* Fully remote setup with CET-aligned hours
* Opportunity to help shape support processes and community standards
* Access to the full AI Academy content and internal learning resources
Recruitment Process
* Initial Interview
* Client Interview
* Offer & Onboarding
gSQXNMZLu8