Customer Service & Community Manager

Customer Service & Community Manager Working Hours: 9 AM–5 PM EST, which is 4 PM–12 AM in Lebanon . Working Days: 5 days a week Work Location: Fully-remote, you can work from anywhere Salary Range: $1,500 per month Company Overview It is a year-long coaching organization that helps parents rebuild their relationships with their adult children. The entire member experience is hosted on an online community platform, including classes, recordings, community discussions, and day-to-day member support. The organization provides a warm, structured environment where members receive ongoing guidance while working through deeply personal family challenges. Mission We're hiring a Customer Service & Community Manager to own Skool/platform end-to-end. You'll be the first person members hear from when they have a question, the person who keeps classes and recordings organized, and the one who helps ensure the community remains safe, welcoming, and engaging. If you're organized, responsive, detail-oriented, and naturally warm in your communication — and you enjoy making sure people feel supported and never overlooked — you'll feel right at home. Key Responsibilities Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence. Respond promptly and professionally to all comments, posts, and questions within the online community. Answer member questions about the platform, program structure, access, and where to find resources. Keep the community active and welcoming by acknowledging posts, encouraging participation, and making members feel seen. Monitor the community daily to ensure it remains free of harassment, inappropriate content, and violations of community guidelines. Address community issues quickly and discreetly, escalating sensitive matters when appropriate. Ensure posts are filed under the correct categories and recategorize content when needed. Verify that members requesting access are active members before approving access. Cross-check access requests against member records and flag discrepancies rather than approving based on assumptions. Maintain an accurate member list as members join, transition, or leave the program. Ensure every class recording is uploaded promptly, titled correctly, and placed in the appropriate module or section. Follow up with the relevant coach or program facilitator to collect worksheets, handouts, and other materials that belong with each recording. Keep classroom content aligned with current program guidelines, with particular attention to newly released classes and monthly series. Regularly audit the classroom to ensure nothing is missing, mislabeled, outdated, or out of order. Check in with new members after they join to make sure they understand how to navigate the platform. Identify members who have not logged in or engaged and proactively reach out to them. Surface recurring member questions or points of confusion so the team can address the underlying issue. Report member complaints, safety concerns, technical problems, and requests outside your scope to leadership. Identify recurring patterns and communicate them to leadership rather than only reporting individual incidents. Make platform updates as needed, including posting announcements, adding or reordering content, and adjusting settings. Support coaches, facilitators, and operations with one-off platform-related requests. Take on additional customer service, community, and operational tasks as the program evolves. Help maintain a consistently positive member experience across all community touchpoints. Qualifications Years of Experience: Experience in customer service, community management, member support, or another high-touch client-facing role Community Platform: Experience with online community platforms; Skool experience is a strong plus Softwares: Skool, Zoom, Slack, and other communication or community management tools Industry Knowledge Required: Coaching programs, membership communities, family services, or other relationship-focused services preferred Specific Gender: No preference Skills & Competencies Excellent written English: clear, warm, professional, and empathetic communication Community management: able to encourage engagement while maintaining a safe and respectful environment Customer service mindset: responsive, patient, proactive, and focused on making members feel supported Platform ownership: comfortable learning, managing, and maintaining an online community platform independently Organization and attention to detail: highly organized and careful with content placement, titles, categories, recordings, and member access Sound judgment: knows when to handle an issue independently and when to escalate it Emotional intelligence: able to communicate with empathy and discretion when members are navigating painful family situations Proactive follow-through: notices when members need support and takes action without waiting to be asked Pattern recognition: able to identify recurring questions, issues, and friction points and communicate them to the team Reliability: dependable with daily responsibilities and able to maintain consistent availability during required working hours Self-management: comfortable working independently in a remote environment Technical Requirements Own PC or laptop Reliable internet connection (wired connection recommended) Noise-cancelling headset and a quiet, professional workspace Familiarity with Skool or willingness to learn the platform Comfortable using Zoom, Slack, and other digital communication tools Position Description Working Hours: 9 AM–5 PM EST, which is 4 PM–12 AM in Lebanon . Working Days: 5 days a week Days Off: To be determined Work Location: Fully-remote, you can work from anywhere PTO (Paid Time Off): You may request time off anytime with advanced notice Lebanese national holidays are approved days off Salary Range: $1,500 per month