Who We Are:

EZ Texting is the #1 text communications technology company delivering fast, easy, and effective solutions for businesses across a wide variety of industries. Dreamers first, we are at the forefront of revolutionizing the way businesses communicate with their customers and believe personal relationships can transform an organization’s ability to grow. 

Our employees are our greatest strength. We’re expanding quickly and scaling our teams to help accelerate growth while remaining committed to hiring exceptional, values-aligned talent. We have consistently been rated a Top 100 workplace and are committed to being a best-in-class employer for remote work — with benefits to match!

We are open to hire in CA, GA, NY, OR, PA, TN, TX & WA, but welcome top applicants nationwide as we expand our operating boundaries.

Role Overview: 

EZ Texting is in search of an experienced Community Builder/Manager to help us build the foundations for the EZ Texting Customer Community. This is a part time, contract position.

A thriving community needs to be built on the right foundations. From guidelines, to forums to ranking, to general engagement strategies, the community is dependent on building a strong base from which it will expand and evolve. 

A successful candidate will create a strong customer enablement environment, by building internal relationships to determine direction, setting and delivering on expectations, identifying content gaps and ultimately creating resources that add value to EZ Texting customers. 

A powerful tool for a community builder/manager is the ability to recognize individual members for their participation, because community builders/managers know that recognition and a little friendly competition usually lead to more active members. 

Internally, the position requires collaboration across the various stakeholder and subject matter expert groups to create tools and content, analyze areas of customer interest, and provide feedback on improvements both within the Community and across EZ Texting teams (Product, Sales, Marketing and Service) based on customer feedback. 

Key measurements of success for this role will be customer satisfaction, community utilization and case deflection.

Primary Responsibilities:

• Engagement and People
• Establishing community guidelines and framework for moderation
• Test engagement techniques in order to boost participation and self-service case resolution
• Escalate possible issues or concerns to internal stakeholders
• Content Management
• Plan and facilitate community programs that trigger member engagement
• Negotiate and communicate priorities for community development
• Collaborate with technical writers and subject matter experts to ensure relevant content is available to community members
• Strategic and Business
• Define the community purpose and shared value
• Define, monitor and communicate community performance measures
• Build relationships with internal stakeholders to ensure alignment with business changes and goals
• Work with segment leaders to implement core programs 
• Technical
• Implement Salesforce Community Cloud platform and associated tools; understand the interconnectivity of tools and the impact of changes across the Salesforce instance
• System administration/configuration and testing
• Data collection and analysis
• Technical support
• Member management

Requirements:

• 3 - 5 years of experience in community management with a focus on building from the ground up
• A solid track record of measuring and improving business results
• Experience with salesforce.com products (preference for Salesforce Administrator and Community Cloud Consultant certifications)
• Exceptional verbal and written communication skills; ability to modify tone as needed for a specific audience and select words that resonate with a global customer base
• Very high attention to detail
• Additional Requirements:
• Understanding of key community metrics and demonstrated success in growth
• Analytical and presentations skills; familiarity with Microsoft Excel and PowerPoint
• Knowledge of Financial/Data Management Industry preferred
• Demonstrated ability to lead and inspire people, develop relationships across organizations, and accomplish goals under pressure situations; strong negotiation and influencing skills
• Understanding of trends in consumer technology, support, and web self-service
• Proven project/program management and change management skills
• Ability to exercise independent judgment and decision making
• Ability to analyze trends and results, to track goals, and use that to drive engagement and improvements in the community
• Strong interpersonal skills; ability to work as part of a team
• Ability to interface effectively with multiple levels of the organization and functional disciplines

Benefits:

Benefits available to EZ Texting team members include, but are not limited to:

• 100% paid medical, vision, dental and life insurance for self (generous coverage for families)
• Stock options
• 401(k) plan
• Paid vacation and unlimited sick leave
• Beginning in January, 2021, EZ Texting will adopt a flexible PTO policy to reflect the trust and independence we foster as a remote-first company. 
• Paid parental leave
• Annual personalized learning reimbursement
• Quarterly wellness reimbursement
• Remote-work optimization benefits including:
• Monthly internet reimbursement
• Monthly flexible remote work stipend, including DoorDash subscription
• Annual home office enhancement stipend
• Direct-billing ordering for supplies 

EZ Texting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.