Customer Service Manager
2 weeks ago
About RTLS AllianceRTLS Alliance is a global, vendor-neutral platform advancing the adoption of Real-Time Location Systems (RTLS). We bring together solution providers, practitioners, and researchers to foster collaboration, education, and visibility across the RTLS ecosystem. Position OverviewRTLS Alliance is hiring a Customer Service & Community Manager to lead day-to-day support and engagement with our global member base.
This role is responsible for ensuring members—from individual practitioners to vendors—receive timely support, clear onboarding, and a positive experience navigating the Alliance platform and programs. You'll be the first point of contact for member inquiries, manage the onboarding journey, coordinate directory listings, and moderate platform engagement. Key ResponsibilitiesRespond to member and vendor inquiries via email, platform messages, or support tools
Guide new members through onboarding, directory submissions, and profile setup
Maintain member records and assist with basic updates to listings and account information
Monitor discussion channels and help facilitate member-to-member interactions
Support coordination of webinars, case studies, and community contributions
Track and report on engagement, feedback, and recurring support issues
Collaborate with the platform team to improve documentation and service processes
Required Qualifications3–5 years of experience in customer support, community management, or member services
Clear written and verbal communication skills with a helpful, professional tone
Comfortable using CRM tools (HubSpot, Salesforce, or similar), CMS platforms, and collaboration tools like SlackStrong organizational skills and the ability to manage multiple conversations simultaneously
Experience supporting a professional or technical audience is a plus
Familiarity with RTLS, IoT, or digital infrastructure technologies is a bonus—not required
What We OfferMission-driven work at the center of a growing global technology ecosystem
Remote flexibility and a collaborative, purpose-driven culture
Opportunity to shape how the RTLS Alliance supports its members and community as we scale
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