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 Community Lead at The Rundown, you'll build our community from 0 to 100. The Rundown University has 45,000+ members, and our newsletter is read by 2M+, and we want to bring that energy into a community to offer more to our audience beyond just media. Our north star is that every member has a transformative, personal relationship with our platform.
You'll own the full member experience - shaping how we think about what 'community' means at The Rundown over time, personally onboarding new users with a 1:1 call, running our support inbox, building the community engagement strategy, and tracking everything from NPS to trial-conversion to completion rates.
Key Responsibilities
- Onboard every new trial member personally: Run 1:1 onboarding calls with every trial user during our new 7-day trial window. Learn their goals, show them around the platform, and introduce them to the community.
- Own the support inbox end-to-end: Handle daily support tickets across newsletter, University, and platform issues. Close the loop on bugs with our product team.
- Build the community strategy from scratch: Design and execute what community engagement looks like at The Rundown - whether that's a forum surfacing member AI workflows, gamified completion mechanics, member spotlights, or something new.
- Bootstrap engagement the right way: Treat our earliest community members like guests at a house party. Personal introductions, matchmaking between members with complementary use cases, surfacing the best workflows to the whole group.
- Track and report customer success data: Own NPS tracking, trial-to-paid conversion rates, course completion rates, and member retention. Bring data-driven recommendations to the team weekly.
- Surface product feedback: You'll be closer to our members than anyone. Translate their pain points into clear product, content, and UX improvements for our engineering and editorial teams.
Our ideal candidate
- Community management experience at scale: You've built or significantly grown a paid community (10K+ members preferred), ideally for a course, SaaS product, or media brand.
- Warm, high-energy, personal: You enjoy 1:1 calls with members. You remember names, you follow up, and members feel seen when they interact with you.
- Support-operations fluent: You've run a support inbox before. You know how to triage, when to refund, when to escalate, and how to turn a frustrated user into an advocate.
- Data-literate: You can run NPS surveys, read cohort retention charts, and connect community behavior to revenue outcomes.
- AI-curious and hands-on: You use AI tools personally and get excited about sharing member AI use cases. You can use AI tools to scale yourself - templates, automations, and AI-assisted support flows.
- Builder mentality: You're excited about joining to build this from scratch, not inherit a playbook, and you're flexible to try new things.
What we offer
- A chance to build the member experience behind the world's largest AI community.
- A global team that is passionate about the future of AI, media & education.
- Competitive compensation, flexible hours & fully remote work.
Location Fully remote. Our team members live in Canada, USA, UK, Switzerland, and more.
