Community Builder & Customer Success

WiFi Tribe is a community of 700 remote professionals, freelancers, and entrepreneurs from all over the world. For the last 8 years, we’ve been traveling the world together with our members, living in a different city every month.

Due to the remote work movement, the interest in what we do has exploded. We're now expanding our team and looking for a community-minded customer success genius to help our members feel at home anywhere in the world with our community.

In this role, you will be the centre point of all communication with our members and soon-to-be members. You will take on a dual role that blends together perfectly:

1. Member Success: Other companies might call this "customer support", but we never refer to our members as customers and we want you to do more than support them. We want you to obsess over how you can make our members feel heard, seen, taken care of, and guide them to succeed and feel they truly belong in our community.

2. Community Builder: Your higher goal is to help every member become an engaged contributor in our community. Don't worry, you're not alone in this big challenge. Because community is at the core of what we do, most members of our team have a community role alongside to their "standard" role. Every email you write and every 1:1 conversation, and every idea you bring to life, will be an opportunity to strengthen the community, one member at a time.

This is definitely a hands-on role. It's all about going the extra mile for our members, obsessing over great communication, making quick decisions, guiding our members through their journey with us, helping them solve problems and challenges they face along the way, doing everything in your power to encourage (the right) people to join and to keep coming back, and building the processes and systems that will take our support team to the next level.

You will be both the voice of WiFi Tribe and the voice of our members at the same time, as you champion for their concerns and perspectives in front of the rest of the team. You will also be applying your persuasive talents to help accepted members make the decision to join the Tribe and to ensure that our Chapters are always fully booked.

This is a fully remote role, with the opportunity to join some of our Chapters and travel with our members too!

Who We Are (Our Culture)

• We’re obsessed with this community. We have all chosen to join the team, first and foremost, because we love this community; a place where remarkable people from all over the world meet to take on the journey of life together.
  

• We’re a tight-knit team. We look out for one another, cheer each other on, and celebrate every win. We’re fully remote, and always bouncing around the world, but we take every opportunity to spend time together.
  

• We’re as diverse as the United Nations. Our team of 20 (including our extended team) represents 17 different nationalities! Many of us have become permanently nomadic global citizens, as we travel the world side-by-side with our members.
  

• We’re small but mighty. Our small size is our strength. It helps us stay agile, creative, and united in the camaraderie of achieving our mission. We’re nifty, we’re inventive and we don’t give up.
  

• We are brave. We don’t compromise when it comes to our values, our mission, or who we are. Every member of our team has the courage to stand up for what they believe in and challenge bad ideas. We know that doing the right thing always pays off in the end.
  

• We care. We take full ownership of our work because we take pride in everything we do. We care about how we show up and who or what we’re becoming. And of course, we care about our teammates and our community members.
  

• We’re explorers at heart. We’re curious and adaptable, which is why each of us chose to take on this crazy challenge of building a global community and a startup at the same time. Everyone on the team has lived, worked, and travelled with the Tribe for at least a month – some of us for years. Joining this team means embarking on the biggest adventure of your career… but don’t worry, you’re in good company.
  

• We lead with humility. We don’t compete for wealth, titles, or status; we’re driven by passion and excitement for our mission. There is no space for big egos here.
  

• We treat people right. There is never a good enough reason to treat someone without dignity and respect. Our golden rule is: treat others the way they want to be treated.

Who You Are

• You intuitively know how others feel. You’ve realised that you are naturally gifted at understanding what other people are feeling and experiencing because you’re able to put yourself in their shoes, whatever their situation may be.
  

• You have a mind for strategy. You enjoy taking on a challenging goal and working backwards to make it happen. You spend time thinking about how your work fits into the bigger picture and how to achieve your desired outcome.
  

• You set your own course. As soon as you’ve got a goal, you know that you’ll be able to figure out how to get there. You don't sit around waiting for things to happen. You make them happen.
  

• You’re super organised. You can work systematically and manage to keep on top of everything. You hate to leave things unfinished and always circle back around to make sure that everything has been taken care of.
  

• You obsess over details. You put care and attention into everything you do; your choice of words, the structure of your email, and even the punctuation. You know that the way that you write has a big impact on how the person on the other end feels.
  

• You love to communicate in writing. You’re one of the best writers you know. You know that you can convince anyone if you can just write them an email. You’re quick at it and you feel totally at ease with words!
  

• You’re a natural at sales. You have a natural talent when it comes to talking to people’s needs and emotions, and helping them overcome their blockers. Maybe, you don’t quite identify as a sales person because it’s such a subtle and natural way to communicate for you and you dislike the negative stigma that comes with sales, but you know you’re great at it.
  

• You enjoy solving problems. If there’s a challenge, you will find a win-win outcome. You dig deep until you understand what is truly going on under the surface that might have been left unsaid.
  

• It’s in your nature to help others. You care deeply about fairness and you’re always looking out for others. You’re the person who others come to for help and you love being that person.
  

• You’re a quick decision-maker. Analysis paralysis is not something you suffer from. You’re able to quickly assess a situation and respond thoughtfully but without overthinking it.
  

• You don’t crack under pressure. You don’t shy away from addressing conflict. You know that at the other end of conflict is usually just frustration that needs to be voiced, understood and talked through.
  

• You’re a tinkerer. In your professional career so far, you’ve noticed that you’re always making improvements, big or small. You can’t sit still because you know that there’s always something that can be made better. You love doing things efficiently.

Things You Might Do

• Ensure our members feel heard, seen, and taken care of, and support them to become engaged contributors in our community.
  

• Help new members feel at home in our community right as quickly as possible.
  

• Help our members be successful (find what they’re looking for) within our community.
  

• Pass on our culture/vibe to our members in big (scalable) and small (one-to-one) ways.
  

• Take full ownership over Tribe Support (our customer support). This includes developing strategies, designing processes, managing bookings, and taking care of all email communication with our members.
  

• Help applicants who were accepted by our Admissions team in making their decision to join the community, and make their onboarding journey smooth.
  

• Be a consultant to our members to help them choose the Chapters that are right for them.
  

• Be the champion (the voice) for our members to the rest of the team. And help the team understand our members; their needs, their concerns, what excites them, their aspirations, and what makes them tick.
  

• Write member-facing documentation, PDFs, and communications to inform the community about big updates.
  

• Always have a project of improvement running to make something better in your area, for the team, or for our members.

Requires Skills & Experience

• 2+ years working in customer success or customer service

• Community building or community management experience

• Impeccable, persuasive written English

• Ideally, you’re comfortable with design tools and have basic design skills to make documents look good

• Ideally, you're comfortable with HubSpot (or you'll have to pick it up and master it quickly!)

Perks & Compensation

• $30,000 - $50,000 p.a. for full-time, depending on level of experience and track record of success in similar roles. We may propose to start part-time for the first months of the contract.

• Take on a key role in a growing start-up, with a community described by its members as transformative and “life-changing”, that’s built a cult-like following, and is now one of the strongest brands in a market that has just blown up due to the remote work movement.

• Work from wherever in the world you feel most productive! (100%, fully remote position).

• $3,000 Chapter credit: Experience the most adventurous months of your life connecting deeply with remarkable people! Choose from any of our Chapters and travel and work remotely alongside a group of talented but totally down-to-earth remote professionals.

• Be part of a tight-knit community of 700 remote-working, entrepreneurial professionals and build a mighty global network. You'll be instantly plugged into the world, wherever you go.

• Sponsored learning resources and conference opportunities.

How to Apply

PLEASE READ BEFORE APPLYING: It’s not lost on us that our questions require thought, effort and time to complete. Thank you for being willing to put that effort in, we know how challenging and frustrating the job hunt can be.

However, with so many talented applicants, we need to ask such questions to help us identify the most ideal fits to invite for interviews.

But we also want to respect and protect your time.

That’s why we encourage you to review the sections above very carefully so that you’re SUPER confident that you will be one of the best candidates for this role before you invest the time to apply.

Our application process has 5 stages:

1. Please send in your application through the form below (we only accept applications through the form, not via email)

2. The second stage involves written questions

3. The third stage is a video interview call

4. We will ask you to provide professional references

5. The final stage is an interview with our CEO

Deadline: The sooner, the better! We review applications as they come in and make the hiring decision when we've found the right person.