💗 Knowledge Management Lead
Remote (US-based) or San Francisco, CA /
Operations – Support /
Clubhouse is a place where you can hang out with friends, meet new ones, and talk about anything in real-time. It’s like an always-on dinner party. We believe that good friendships are the foundation of everything, and we built Clubhouse to make it easier to fill your life with them.
We launched in 2020 and have grown quickly in the time since. Each day, millions of people are now exploring the hallways of Clubhouse, creating rooms about every topic imaginable.
We take pride in being a small and productive team, with a relentless focus on our product and the community. As a company we are well funded, with backing from a16z and dozens of the best angel investors in the world, providing us with years of runway. We love what we do and have a lot of work ahead of us. So if you’re a talented builder, come join the club!
As a member of the Community Support team, your work will ensure we provide a best-in-class team experience and user-facing self-help experience by providing consistently up-to-date product education. You’ll spend about a third of your time working in the support queue to help inform what FAQ articles may need developing or updating, and the rest of your time working cross-functionally with our product and design teams to develop and implement creative and effective processes to collect, illustrate and share product knowledge for FAQs and training materials. You’ll also own success metrics around inbound deflection and other self-help initiatives, and share this quantitative feedback to help make informed product improvement decisions.
In this role, you will report to our Head of Community Support and work closely with a cross-functional team. We are a remote-friendly company — with our headquarters in San Francisco and a solid commitment to ensuring people can do great work here and thrive without having to live near an office. This role is open to candidates across the U.S.
Who you are
You love our users. Whether you’ve been in support at another consumer tech company or excelled in other fast-paced operational roles, you have 3+ years of experience prioritizing users and advocating for surprise and delight. You love making users happy.
You’re a strong communicator. You’re a strong written communicator; you can quickly capture the essence of complex situations and communicate them with sensitivity, empathy, and consistency. You have a talent for organizing written information in a way that is easy to read.
You’re a great researcher. You’re excellent at understanding issues, identifying solutions, solving problems, and explaining what you’ve learned. You pick up new systems, frameworks, and processes quickly. You’re curious and always willing to learn something new.
You take pride in what you do. You care deeply about your work. If something seems off, you devise a good solution and fix it without being asked to do so. You’re proactive with suggestions and people know they can count on you to get things done.
You bias towards action. You favor practical choices, and speed, and have a respect for sequencing. You focus on the things that matter and push back on things that don’t. You make deadlines for yourself, ask for help when you’re blocked, and move fast.
You’re scrappy and entrepreneurial. You thrive in fast-paced environments and are comfortable with not knowing the answer to something. You are willing to roll up your sleeves no matter what the challenge is.
You enjoy your work. You love what you do, not because you feel you have to, but because you’re so excited to create something big for the world. Your favorite thing to do is to take on a huge challenge and pull it off.
You care about doing the right thing. You value diversity and go out of your way to ensure others feel welcome and supported. You enjoy hanging out with your teammates, have a low ego, and make the workplace more fun for everyone.
What you will do
You’ll help develop thorough and accessible product knowledge for users and our team. You’ll help lead the way in providing top-notch self-help content to the Clubhouse Community, as well as internal learning content for our team. This is an opportunity to help build a creative, scalable world-class knowledge base and training program so our users can get immediate help from a well-informed team and consistently updated knowledge base.
Your work will be cross-functional. As support always is. Answering inbound emails and overseeing the quality of our knowledge base is only part of the role. Owning the metrics we get from users searching the knowledge base and managing our deflection tool will surface a wealth of product feedback, and it will be vital for you to organize and share that information across teams regularly.
You’ll grow and improve rapidly. At Clubhouse you’ll be working with an incredible team, who love to learn from and teach each other. You’ll find yourself stretching to new areas, immersed in feedback, challenged by your teammates, and growing your skills on a daily basis.
You’ll be an owner. We believe in hiring people and giving them as much responsibility as they can handle. Whether it’s playing with the limits of our brand voice or restructuring our knowledge base to make it more user-friendly. We’ll trust your judgment, give you autonomy, and always have your back.
You’ll create something meaningful. Social products allow people to connect in ways that were never before possible. When the telephone was invented, it suddenly allowed people to speak with others across the world. Thanks to FaceTime, grandparents everywhere can now watch their grandchildren grow up. At Clubhouse, you’ll be figuring out something entirely new for the world—a positive product that brings people’s voices together for deep and meaningful conversations, creates new relationships, builds empathy across cultures, entertains people, and helps people develop ideas that change the course of their lives.
This position is fully remote, and includes competitive base pay, a comprehensive health benefits package, company equity, 401k, plus additional benefits and stipends. The salary for this position is between $93,000 and $108,000. It may vary based on the applicant’s level of experience, education, specialized knowledge, skills, and the market rate for similar positions. The salary range is subject to change and may be modified in the future.
As an early team member at Clubhouse you will be a critical voice and have significant influence over the direction of the company. We will compensate you well, invest deeply in your development, and ensure this is the single best work experience of your life.
Our users come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds. Our company is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics.
We are also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at firstname.lastname@example.org.