Sophie was originally charged with managing customer support. We recently changed her title to “community manager.” Why? Customer support is an expense (where less is more), and it’s passive. Community is a good thing. It’s active. It means engaging customers and potential customers. A community manager tries to increase his or her reach, connections, and interactions. We want to actively serve customers, rather than passively support them.

Sophie’s Voice: Scaling the Personal Touch in Customer Service (via david-noel)

In the next few months, we are going to be adding a part time person to the Family team that will handle community management. We are lucky to have a wonderful fan community for our artists and Family as a whole. We have a need for a person that can pro-actively focus on serving, growing and helping us inform this community. Our mission is to radically over-delivering and delight those in the community, and we do that with tools like facebook, tumblr, twitter and more. For those interested in a position like this drop us a line at jobs at thefamilyrecords dot com

Source: david-noel

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