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Community & Customer Success Lead

Who we are

Our mission is to make the world a better place by unleashing the potential of billions of students worldwide. We believe that the current education system is broken because it rarely takes advantage of our personal motivations, leverage what science tells us about how our brains learn best, or use technology and big data to optimize and validate it's methods.  

We're solving the 7 trillion dollar problem of one-size-fits-all education by creating a next-generation learning platform that makes learning fun and fiercely effective -- and that gets better the more we use it.  The first application of our platform serves pre-meds and medical students.  We currently serve 1 out of every 8 medical students across the country and are on pace to make it 1 out of 4 by the end of 2014.  

Who we're looking for

We're looking for a gregarious, confident, self-disciplined and organized entrepreneurial leader who is passionate about our mission and who wants to do whatever it takes to evangelize Firecracker and support our customers. We want someone who would have an absurd amount of fun driving adoption of Firecracker through online and offline community building and education, and who is equally stoked about supporting customers once they have decided to give the Firecracker experience a try (including mentoring customer success specialists). We're also looking for someone who views every customer interaction as an opportunity for us to understand what we could be doing better; the ideal candidate will be honored by the opportunity to represent our customers collective voice and work alongside engineers, product and growth teams to bake this insight into experimental features and growth initiatives. 

Specifically, we want someone who is/has:

  • Deep respect for medical professionals and their drive to serve patients
  • Demonstrable track record of success building vibrant communities around problems and solutions 
  • 5+ years of experience in online community building and/or customer success
  • Expert in social media channels such as Facebook, Twitter, LinkedIn, YouTube, online forums, etc. and supportive tools like HootSuite, Google Analytics and MixPanel/KissMetrics
  • Expert in customer success platforms such as UserVoice, Desk or Zendesk, SnapEngage, Olark, etc. 
  • Passionate about using data to validate and improve
  • Excellent communication and interpersonal skills
  • Proclivity for technical writing
  • Passion for responding to customer requests as well as reaching out to them directly on various social channels such as Facebook, Twitter, LinkedIn, the blogosphere, and online forums
  • Desire for a high degree of touch with our customers. If you like doing things like sending a care package to a medical student going through a stressful period in her life, you will be a great fit. 
  • Desire to represent customer voice in product development processes and growth hacking experiments 
  • Willing to do whatever it takes to help Firecracker succeed and adopt new responsibilities when needed

Bonus points for: 

  • Startup experience
  • Degree in science, engineering, math and/or statistics
  • Computer science degree or equivalent training/experience

What you'll get: 

  • Opportunity for rapid intellectual and professional growth within a fast-growing consumer internet startup environment
  • The immense satisfaction that comes from doing something critical for the advancement of humanity alongside other extraordinarily awesome people
  • Competitive compensation commensurate with your experience
  • Stock options
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