Community Support Coordinator

2 weeks ago

London, Greater London, United Kingdom Code First Girls Full time

We are actively seeking a dedicated team member to join us as a full-time Community Support Coordinator starting in September 2023.

In this role, you will play a vital part in providing assistance and support to our community.

The local time for community support will be from 12:30 PM to 8:30 PM GMT, with the goal of covering the EST/EDT time zone and helping our community on a more global scale.

We are open to discussing flexible arrangements of start times that can accommodate your needs.

Location:
Code First Girls offer family-friendly, flexible working arrangements. This role is hybrid; working each week between our office in Liverpool Street, London and remotely.

Salary:
£21-£25k + bonus + fully-funded place on the Code First Girls CFGdegree (market value £10,000).

About the Company


Code First Girls is one of the largest providers of free coding courses for women and non-binary individuals, having trained 120,000+ women and delivered over £85 million worth of free technology education.

Our community of employable coders, instructors, and mentors is one of the largest and most diverse globally.

About you
You will have a passion for social impact and a desire to change the technology industry. You will be bold and able to work autonomously, whilst being open to feedback and continuous improvement. You will be able to work in a fast-paced high-performance team and will love to learn.

About the role

Community Support


The Community Support Coordinator will support the Operations and wider CFG team by maintaining quick, helpful and concise responses to community queries, and building community relationships.

You will serve as an initial point of contact for key stakeholders, alumni, current students, interested applicants and potential partners.


You will work on a day-to-day basis with our community to create passionate and vocal advocates of CFG, providing communication through various channels (such as Slack and Hubspot) and replying to queries promptly.

Escalate safeguarding issues and complaints by following internal processes.

Communication Management


You will be managing queries that have come through our ticketing system and website enquiries whilst keeping in line with our SLAs.

On top of this, you will be assisting with writing and creating help articles to reduce further queries and improve the community experience.

You will be working closely with the Marketing team to ensure that enquiries submitted via social media are responded to.


Problem-Solving
As a member of the Community Support team you will have the opportunity to assist with problem-solving initiatives. You will help utilise data gathered from our help desk software to initiate improvements in processes and documentation. Your keen observation and analysis will enable you to identify and propose resolutions to enhance community experiences. Sharing these insights and recommendations with the wider team will be an integral part of your responsibilities. Additionally, you will play a proactive role in understanding customer needs, which will contribute to our product road-mapping efforts.

Relationship Building


As a valued member of our team, you will have a significant role in cultivating meaningful relationships within the CFG community, with the ultimate goal of fostering lifelong value.

You'll have the opportunity to collaborate closely with our Operations, Education, and Marketing teams, actively contributing to the development and implementation of CFG-related strategies.

Together, we will work towards creating an inclusive and thriving community, where everyone's needs and aspirations are met.

Your input and efforts will play a crucial part in shaping the future of CFG and making a positive impact on our community members.


Nice-to-haves:

  • Experience working in administration, customer service OR education is desirable
  • A true passion to work in education and technology
  • Some coding experience in any language is an advantage but not essential
  • Working knowledge of Gsuite tools, help desk software and communication channels is an advantage
  • Skills to be an exceptional relationship builder
  • Exceptional written and verbal communication skills
  • The ability to work collaboratively this role will work closely with individuals across the business
  • A willingness to learn new skills and tools
The successful applicant in this role will have the opportunity to progress into a Senior Community Support Coordinator.

Inclusivity & Equal Opportunities

Community Language


We use an inclusive definition of the word 'women' when talking about the Code First Girls community, which includes cisgender and transgender women.

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