Customer Support + Community
Hey! We're The Rundown, the world's largest AI community. 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 launching in January 2023, our flagship daily newsletter and social media channels engage with millions of people each day, and our AI University gets hands-on and educates thousands of members how to use the tools that are quickly becoming a part of daily work.
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 our Customer Support + Community lead, you’ll be the front line of our brand and the voice of our users. You’ll run support end-to-end (inbox + workflows), build deeper community engagement, and turn customer conversations into clear insights that improve retention, product, and education outcomes.
This is a role for someone who is both warm and forward-facing but also analytical and systems-driven.
Key Responsibilities
- Own the support inbox: respond, resolve, and maintain a high-quality support experience
- Create and maintain support systems: macros, tagging, SOPs, internal documentation, and a lightweight knowledge base
- Act as the face of the community: drive engagement, keep conversations healthy, and surface what users want/need
- Research our users continuously (surveys, interviews, support patterns) and translate insights into action
- Support and help host/co-host workshops with expert guests (logistics, moderation, follow-ups, community support)
- Track and report customer success metrics: NPS, completion rates, churn reasons, top issues, response time/quality
- Run competitor research and identify clear opportunities to improve our experience + outcomes
- Partner with Education/Editorial/Growth to close loops quickly (bugs, confusion, curriculum gaps, feature requests)
Our ideal candidate
- Has experience in customer support, customer success, or community at a subscription product, edTech, or creator business
- Excellent written communication - clear, calm, and high-trust
- Analytical: comfortable with tracking trends, running lightweight research, and building simple dashboards
- Comfortable being forward-facing (hosting or co-hosting workshops, engaging publicly)
- High ownership: you don’t wait to be told; you build systems and fix problems
- Deeply interested in AI and excited to help people learn and apply it in real life
What we offer
- Be a key part of a leading global AI media and education company, shaping the future of AI implementation and impacting millions of businesses, entrepreneurs, investors, creators, and tech professionals.
- A fast-paced work environment surrounded by a team excited and passionate about the future of AI.
- Free and early access to AI tools before public launch.
- Free access to The Rundown AI University.
- Substantial growth opportunities in the role and within the company.
- Competitive compensation and a flexible schedule.
Location
- Fully remote.
- Our team members live in Canada, USA, UK, Switzerland, and more.
How to apply
Apply here
