Role OverviewWe'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.
As Support & Community ManagerYou 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 DoCustomer Support & Inquiry Handling
Handle incoming inquiries via email, ticket system, and community platform
Provide fast, friendly, and solution-oriented responses
Prioritise, categorise, and elevate 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 elevate 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 ForMust-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
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
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