Customer Support & Community Manager, The Rundown University
Hey! We're The Rundown, the world's largest AI newsletter and education platform. We inform millions of people around the world about everything going on in AI, why it actually matters, and how you can apply it to your work and life.
Since January 2023, we've built one of the largest AI companies in the world without taking a dime of investor funding. This independence lets us partner directly with top labs like OpenAI, Microsoft, Meta, Google DeepMind, and many more while maintaining complete editorial and educational freedom and the agility to ship new products extremely quickly.
Our mission is to help 1 billion people work faster using AI and contribute to a more productive society. If you share our passion, we'd love to chat! ❤️
About the Role
As the Customer Support & Community Manager, you will be the frontline voice of The Rundown, supporting users, deepening community engagement, and helping build an inclusive, high-signal space for anyone excited about AI.
You’ll blend empathy with efficiency, using AI and automation to streamline support while knowing when a human touch matters most. This role is perfect for someone active in AI culture (Twitter/X, Discord, Reddit, etc.) and passionate about delivering outstanding user experiences.
This is a full time, fully remote role with competitive compensation.
Key Responsibilities
- Customer Support
- Respond to user inquiries across email, chat, and social channels with clarity, accuracy, and warmth.
- Implement and refine AI-first support systems (chatbots, knowledge bases, macros/templates).
- Track recurring issues and collaborate with product and content teams to address root causes.
- Community Management
- Manage and moderate community spaces.
- Foster valuable conversations, highlight power users, and maintain a safe, respectful environment.
- Surface insights, sentiment trends, and member feedback to internal teams.
- Automation & Efficiency
- Design and maintain automated flows for FAQs and recurring support tickets.
- Use AI tools to streamline ticket handling, sentiment monitoring, and community management.
- Continuously improve community and support ops through data and feedback.
- Engagement & Brand Voice
- Represent The Rundown with a voice that’s human, informed, and aligned with the AI community.
- Participate in relevant discussions on AI Twitter/X and other platforms where our users are active.
- Help shape tone and messaging guidelines for support and community interactions.
Our ideal candidate
- 2–4 years experience in customer support, community management, or a similar role.
- Proven ability to build or manage thriving online communities.
- Deep interest in AI, technology, and the evolving tooling ecosystem.
- Comfortable with AI support tools and basic workflow automation.
- Exceptional written communication that is clear, empathetic, and concise.
- Self-motivated, resourceful, and thrives in a fast-paced, remote-first environment.
Bonus points if you have
- Experience with Intercom, Slack, Discord, Notion, Zapier/Make, n8n, Skool, Circle or similar tools.
- Familiarity with newsletter ecosystems, edtech platforms, community analytics, or sentiment-tracking platforms.
- Prior involvement in AI-focused communities or content platforms (Twitter/X, Substack, Slack groups, etc.).
What we offer
- Be a key part of one of the world’s largest AI media and education platforms, reaching millions.
- Fast-paced, high-ownership role shaped by curiosity, experimentation, and impact.
- Free and early access to cutting-edge AI tools before public launch.
- Free access to The Rundown AI University.
- Competitive compensation with performance based incentives.
- Significant professional growth opportunities.
Location
- Fully remote.
- Our team lives across the US, Canada, UK, Switzerland, and beyond.
