Community Manager & Support Specialist

About Pressbooks:

We are a small team working together to build and share software that supports new models for book publishing with an emphasis on supporting open educational resources (aka free digital textbooks). We are passionate about open source, open content, open knowledge, and the intersection of books and the web. 

If you’d like to learn more about why we do what we do, please read our CEO’s reflections on education technology in a post-2020 world.

We’re a self-sustaining open source / SaaS business, with a growing list of happy clients in Canada, the United States, and beyond. Most of our clients are universities and other educational institutions who use Pressbooks to power their publishing and open/free digital textbook creation programs. We are trusted partners to higher ed institutions, helping them deliver strong Open Education programs.

Our team has the choice to work from our office in Montréal’s Mile End neighborhood, at their homes, or any combination thereof. We have folks working across North America, contributing ideas from different contexts. Equity, inclusion and diversity are core values for us and the communities we support. Our team is welcoming, compassionate, and committed to maintaining a safe and encouraging environment for people of all racial backgrounds and gender identities. Our work hours, vacation time, and sick or care leave policies are designed to support healthy engagement with work and space for a satisfying life outside of it.

About the Role: 

Pressbooks serves clients from a wide variety of backgrounds, from educational institutions to faculty members and self-publishers. As our organization and our reach grow, we need someone who will engage our client base, develop community and provide support on our forum. As Community Manager & Support Specialist, your role on our team would be to foster our community and support our clients in their publishing initiatives with Pressbooks. 

You’ll primarily be writing and responding to clients on our Pressbooks Community forum. You’ll also help answer in-bound communication from Pressbooks clients through email. These tasks will make up the majority of your responsibilities, and they relate to supporting Pressbooks clients with any technical needs they have. This involves having in-depth knowledge of our software and an ability to answer questions about tools and features we offer, as well as having the problem-solving skills to troubleshoot and effectively communicate solutions. As a part of offering support, you’ll also provide live monthly webinars to our clients.

About You:

You’re curious, diligent, patient, and interested in the intersection of community, technology, communication, and education. You like working in a public-facing environment and establishing solid and long-lasting relationships with software users (educators/writers) and clients (mostly higher education administrators and librarians) . Furthermore, you love to problem solve and thrive on having lots of autonomy. You enjoy working with and in tech. You enjoy working on a mission-oriented team. You’re interested in making education more accessible for all and are enthusiastic about growing space for people in this community to create. You are committed to treating all people with respect, particularly with diversity, equity, and inclusion in mind.

We encourage people from underrepresented groups in tech and non-traditional tech backgrounds to apply for this position.

Responsibilities: 

Core responsibilities of this role include:

  • Provide technical and general customer support for Pressbooks clients on an online forum, and via email
  • Build and grow the Pressbooks community on our forum. Develop and implement ideas to nourish a vibrant community, and moderate and manage forum conversations.
  • Provide monthly training webinars on how to use Pressbooks
  • Other Support-related tasks, such as filing bugs and feature requests from users
  • Client-related tasks, such as helping maintain the database of client information and sending out communications
  • Work in the Customer Support team in goal-oriented sprints (Agile methodology) to maintain and grow client satisfaction

Candidate Requirements: 

Required

  • Experience fostering and facilitating online communities
  • Experience with technical support for a SaaS product
  • Excellent written and oral communication skills
  • Comfortable troubleshooting technical problems
  • Able to grasp new tech features quickly
  • Comfortable communicating about technology with users of all levels of tech literacy

Desired

  • Familiarity with these platforms: WordPress, Zendesk, GitHub, and Asana
  • Understanding of the higher education / Open Education fields
  • Experience in customer service

Job type: Full-time, permanent

Experience: At least one year of experience. 

Location: Montreal, QC, or Remote work possible within Canada.

What we offer:

  • Generous vacation package and time off during December holidays
  • Short work week (EoD on Fridays is 12.00 EST)
  • Extended health care including dental and vision
  • 24/7 telehealth services
  • Employee assistance program (legal, financial and career)
  • Generous benefits package that includes: 
    • yearly tech allowance, 
    • yearly wellness allowance, 
    • yearly book allowance, 
    • one-time work from home stipend, 
    • memberships to discount platforms. 

What to expect once you apply:

You will be invited to join a 30-minute intro call with our recruitment team, during which we will walk you through the team’s mission, the role, and the interview process.

Following the intro call, we will invite candidates to a one-hour technical interview.

The final interview is a 1-hour interview with members of your future team.

Job Type: Full-time

Experience: 1-2 years

Location: Montréal, QC or remote within Canada

Next Steps

Please send an email to: jobs@pressbooks.com

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