Forte Labs · 1 week ago
Customer Success & Community Manager
United States
Contract
Remote
Entry, Mid Level
2+ years expForte Labs helps individuals reclaim their attention and transform their personal knowledge management. They are seeking a Customer Success & Community Manager to support customers throughout their journey, facilitate community engagement, and ensure customer satisfaction through thoughtful interactions and continuous improvement.
ConsultingEducationTraining
Responsibilities
Respond to customer inquiries via Zendesk with thoughtful, personalized support that reflects our values
Ensure customers have correct access to courses, membership spaces, and community platforms
Process refunds, cancellations, and invoice requests with care and efficiency
Keep our public FAQs up-to-date based on common questions and emerging patterns
Gather and act on customer feedback to continuously improve our offerings
Host live sessions in our Second Brain Membership (typically scheduled between 9am-5pm ET)
Process and publish session replays in our Circle community
Draft and publish monthly themed content in the Second Brain Membership
Monitor and engage with our community across multiple platforms: Circle (13,000+ members), YouTube, social media, and Facebook group (17,200+ members)
Respond to comments on YouTube as well as other channels with substantive answers about BASB methodology, PARA implementation, and available resources—helping viewers understand core concepts and guiding them to relevant courses, articles, or community spaces
Answer questions, guide members to relevant resources, and create a warm, inclusive environment
Co-host guest workshops and live sessions during cohort-based courses
Collect compelling testimonials from satisfied customers
Prepare customer success stories for marketing use
Create feedback loops that inform product and content decisions
Document and refine processes through clear, actionable SOPs
Identify opportunities to automate workflows that don't require a human touch
Lead projects independently from start to finish
Use AI tools strategically while applying critical thinking to outputs
Qualification
Required
2-3+ years of experience in customer success, community management, or customer support roles—ideally in online education, SaaS, or digital community platforms
Hands-on experience managing online communities (Circle, Discord, Mighty Networks, or similar platforms)
Comfort hosting live online sessions independently—you're energized by real-time interaction, not drained by it
Familiarity with customer support platforms like Zendesk, Intercom, or Help Scout
Most importantly: you're actively building your own Second Brain and can authentically speak to the transformation it creates
Ability to work core hours 9am-5pm ET for live sessions and real-time customer support
Reliable internet connection and own equipment (computer, headset for video calls)
Willingness to travel occasionally to meet the team or participate in company events (within US or Mexico)
Must be actively building and maintaining your own Second Brain
Company
Forte Labs
Forte Labs is a training and consulting firm for improving company productivity.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Lauren Luna-Valdez, MPH-MCP
Co-Founder
Monica Rysavy, Ph.D., Ed.D.
Chief Operating Officer (COO), General Manager, & Controller
Recent News
2025-02-25
2025-01-28
Company data provided by crunchbase