Meedan

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Manager, Customer Success
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  • Location: Flexible; Nairobi or Cairo strongly preferred; Central European timezone (GMT+2) and EAT (GMT +3) possible
  • Reports to: Director of Product
  • Availability: Immediate
  • Salary: Commensurate with qualifications and experience

Meedan is seeking to add a Customer Success & Quality Assurance Manager to our product team. This is an ideal and exciting position for someone wanting to grow with a dynamic and diverse technology non-profit working on information equity and journalism. We encourage diverse applicants from underrepresented communities in journalism and technology fields.

Meedan is a 501(c)(3) non-profit that builds digital tools for global journalism. We are a team of designers, technologists, academics, and journalists who focus on open source investigation of digital media and crowdsourced translation of social media. With commercial, media and university partners, we support research, curriculum development, and new forms of digital storytelling. We have supported major fact-checking initiatives around elections in Mexico (Verificado), France (CrossCheck), the US (Electionland), and India (Checkpoint) as well as general day-to-day fact-checking efforts in the Philippines (Rappler, Vera Files), Africa (AfricaCheck, PesaCheck) and for world changing human rights investigations with partners like Bellingcat, Syrian Archives, Watching Western Sahara, and the Berkeley Human Rights Center.

Our product Check is an open-source web application mixing human and machine intelligence. It allows journalists, human-rights activists, and civil society organizations to collect mis-information circulating on close messaging networks, annotate, contextualize and fact-check it, and distribute fact checks reports to audiences.

This is a full-time position. Please note that, in order to meet the needs of the documentation, this role must include Sunday as a working day in order to ensure coverage with partners working on Sundays. The specific schedule can be discussed with the Director of Product.

Responsibilities:

Customer Success:

  • Represent the Meedan brand with product partners, with a special focus on our EMEA and APAC regions
  • Provide high-level technical and product support via Intercom with prompt and efficient turnarounds
  • Route inbound support queries (bugs and requests) to technical and product team members
  • Maintain product knowledge base

Quality Assurance:

  • Identify QA/testing needs, and coordinate QA tasks and priorities
  • Generate test scenarios from user stories and acceptance criteria.
  • Ensure that defects/change in requirements identified during testing are verified before moving the application to production

Key Qualifications:

  • 1-2 years experience working on web application products (design, production or support)
  • Customer service orientation
  • Strong analytical, troubleshooting, and problem solving skills.
  • Proficient with bug tracking software.
  • Excellent communication skills, including the ability to effectively communicate at all levels with technical teams as well as business or product teams.
  • Ability to manage multiple project schedules, highly organized and able to prioritize.
  • Experience providing user support or conducting user research.
  • Ability to plan and carry out complex tasks with minimal supervision.
  • Knowledge in data analytics and reporting a big plus.
  • Enjoys working in an entrepreneurial, collaborative environment and is a team player

Meedan is a fast-paced, small, software development startup that relies heavily on the unique skills of each team member. Our team members are able to work flexibly and respond to challenges across a range of project areas. We are headquartered in San Francisco’s SOMA district with team members distributed through multiple cities and time zones. We encourage individuals from historically underrepresented communities in technology and journalism to apply, including women, people of color, people with disabilities and those who identify as LGBTQ.

Please send CV and statement of interest to jobs@meedan.com.

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