Senior Customer Success & Community Manager
About the role
Pilots rely on Tropiq in the air. That raises the bar for support: every question is a chance to help someone fly more safely, and every frustration is a signal about what to fix. And the pilots who love Tropiq don't just use it — they talk about it, in forums, hangars, and group chats. This role owns both sides of that: the one-to-one success work and the one-to-many community around the product.
As our first dedicated hire here, you'll do the human work — onboarding, answering pilots quickly and well, and championing them inside the company — and you'll grow and nurture the community of pilots who fly with us. You'll use AI to do it at a scale a single person normally couldn't, so support and community stay fast and personal as we grow.
What you'll do
- Own onboarding, support, and retention — help pilots get value fast and keep getting it
- Build and nurture the Tropiq pilot community — forums, social, group chats, ambassadors, and events
- Use AI to scale personalized support and community engagement without making it feel robotic
- Turn every recurring question, complaint, and community thread into a documented fix or a product change
- Be the voice of the pilot internally — close the loop between users, product, and engineering
- Build the help center, the community playbook, and the success function from the ground up
What we're looking for
- 4+ years in customer success, support, or community — ideally at a product-led or technical company
- An exceptional communicator who genuinely likes people and shows up authentically in a community
- Comfortable using AI tooling to scale support and engagement without losing the human touch
- Systems-minded — you turn one-off answers into reusable docs, content, and workflows
- Aviation background or an active pilot is a real plus (pilots supporting pilots is the dream)
Why Tropiq
- Profit sharing and a direct line to the founder and product
- Real ownership over how we serve, grow, and rally our pilot community
- Small, senior, remote-first team that ships
Don't meet every bullet? Apply anyway. We care more about how you think and how you care for people than a checklist.