About Framework
At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.
Our first product is the Framework Laptop, a thin, light, high-performance notebook that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we’ve launched the Framework Marketplace to enable an ecosystem of parts and modules. We’ve seen a fantastic reception to our first product from customers and reviewers from outlets like Linus Tech Tips, Ars Technica, and Wirecutter, along with landing on the cover of TIME’s Best Inventions of 2021. As a company, we made #35 on Fast Company’s Most Innovative Companies of 2022.
We come from successful consumer electronics startups including the founding team of Oculus, and we recently closed an $18M Series A fundraising round to fuel our roadmap. Even better (and maybe unusually for an early stage startup), we’re in a financially healthy position going forward off of our product revenue. We care deeply about building a diverse and inclusive team, and we hope you do too!
The Position
We’re looking for a fantastic Community Support Manager to join the Framework Customer Experience Team to foster and provide support to the wonderful community of customers and developers using our products. This includes managing and moderating our rapidly growing community forum, jumping into our Discord server, social feeds, and subreddit, and being the bridge between our internal support and quality teams and the online world. We’re looking for someone who has unstoppable positivity and enthusiasm along with the technical knowledge to engage on complex hardware and software topics.
This is a remote position open to anywhere within the US. #LI-Remote
Responsibilities
Moderating and managing the Framework Community, encouraging positive discussion and debate.
Participating in our social feeds and pages across Facebook, Instagram, Twitter, YouTube, and Reddit to be a voice for the company and our brand.
Contributing to our knowledge base and proactively capturing new issues and solutions identified by community members.
Monitoring trends in potential technical or quality issues and collecting data for internal engineering and operations teams.
Providing support and partnership for our repair shop and hardware developer communities.
Capturing and condensing community sentiment and desires to help inform future product development.
Inventing and kicking off new community initiatives to drive our mission of remaking Consumer Electronics to respect people and the planet.
Requirements
2+ years of experience managing and providing top-quality support to highly-technical communities or social feeds online.
1+ years of providing software compatibility support for Microsoft Windows and various Linux distributions.
Deep familiarity and enthusiasm around PCs, spanning hardware and software.
An incredibly positive approach to providing feedback and support and wrangling challenging people problems.
Previous experience with forum software, social feed moderation, and support ticketing systems.
A love for writing and great technical and creative English communication skills.
An understanding of how to adopt the brand voice of the company.
Nice-to-haves
A passion for environmentalism, repair, DIY, and/or PC gaming.
Expertise at support automation and setting up new community and support systems.
Experience architecting and managing online programs focused on 3rd Party hardware development.
Experience creating and curating photo and video content for communities.
Fluency in languages beyond English and familiarity with working with multi-lingual international communities.
Experience working in a startup environment.
What we offer
Competitive salary and equity
Flexible work hours and locations
Be an early member of Framework’s team and get to shape the strategic direction of our operations
The chance to work at a startup that is fixing the consumer electronics industry
$60,000 – $120,000 a year