Matt's Resume

Matt

Live in United States

Nationality

Summary

94% The candidate has extensive experience in community management and related areas at Strava, which is highly relevant to the roles in the job spec. They have a proven track record in managing communities, handling social media for a consumer electronics-related platform, and executing community growth strategies. Met 7/7 criteria - qualified for the role. 1, Community Growth & Operation Experience (User Acquisition, Retention, Activity Enhancement) The candidate has worked extensively in community management roles at Strava, implying a strong experience in community growth, user acquisition, and retention. 2, Familiarity with the US market (social media, user habits, cultural background) Located in San Francisco and worked for Strava, which targets the US market among others, suggests familiarity with US social media, user habits, and cultural background. 3, Social Media Operation (Facebook, Instagram, TikTok, Discord, Reddit, etc.) While specific social media platforms are not listed, the candidate's experience in community management roles at Strava implies significant experience in social media operation. 4, Content Creation & Management (able to plan community content and encourage users to participate in UGC content generation) The role at Strava involved community management, which typically includes content creation and encouraging user-generated content. 5, Online & offline event planning and execution (event promotion, user recruitment, execution feedback optimization) Experience in community management and marketing roles likely involved event planning and execution. However, specific evidence in the resume is not mentioned. 6, Data analysis capabilities (user behavior analysis, optimization of community strategies) The candidate's experience at Strava involved working with cross-functional teams and improving user experience, implying strong data analysis capabilities, although not explicitly mentioned. 7, Must be located in San Francisco Bay Area The candidate is located in San Francisco, meeting the location requirement.

Work experience

Senior Manager, Community Management
Strava
2022.11-Current
(3 years)
Manager, Community Management
Strava
2022.04-2022.11
(8 months)
Supply Chain Leader
Specialized Bicycle Components
2020.04-2022.04
(2 years)
Manager, Premium Support
Strava
2017.01-2020.01
(3 years)
Strava is the #1 mobile fitness tracking app for runners and cyclists, with a social fitness network that connects millions of athletes worldwide. • Led a team of five Technical Support Representatives that provided top•level Customer Support for paid subscribers and a customer base of 45 million members worldwide. • Served as the voice of the customer and worked to drive subscriber growth and paid product development. Selected as the go•to resource for international Marketing teams on product and technical insights. Influenced paid product marketing by gathering assets for campaign launches and delivering pre and post•launch feedback. • Played a central role within a cross•functional vertical team to improve Strava’s product and ultimately reduce the workload on Support. Delivered higher quality products, provided new features that customers were asking for, improved the customer/contact ratio, and reduced churn rates even as subscribers grew. • Tested subscription and trial sign•up flows ahead of campaign launches, ensuring full functionality across a range of scenarios. Identified numerous bugs within trial campaigns that were not visible through data monitoring. • Drove productivity to maintain support levels as registrations and subscriptions grew, without increasing headcount. Increased efficiency by providing improved product training and coaching on workflows. Built a strategy to hire bilingual Support Reps that decreased response times and improved customer satisfaction. • Managed scheduling to ensure coverage, conducted employee performance reviews, and recommended compensation adjustments. • Secured leadership buy•in to add gift subscriptions to the 2017 product lineup. Leveraged customer knowledge to design the product, ensure quality, and help Product Marketing adjust the campaign post•launch. Recommended updates based on customer feedback to significantly increase revenue during the 2018 holiday season. Show less
Lead, Premium Support
Strava
2014.01-2017.01
(3 years)
• Headed Support for Premium subscription customers and responded to all escalated financial inquiries. Managed one Technical Support Representative, maintained support SLAs, and ensured world•class techinical support for tens of millions of global customers. • Personally provided top•level customer care to professional athletes, celebrities, and key market influencers. • Developed a system to prioritize the rapidly expanding volume of incoming support requests as the subscriber base grew. This initiative significantly decreased the average wait time for paid members, prioritized time sensitive tickets for free users, and significantly increased productivity for Support Representatives. • Selected as the first member of Support to serve on a cross•functional vertical team responsible for increasing Premium revenue, expanding the subscriber base, and executing the go•to•market strategy for product launches. • Collaborated with the Premium Product Manager and Engineering to transition from manual to automated payment processing. Implemented a new payment processor that expanded beyond US dollars to accept more than 20 international currencies, a key factor in the acceleration of growth in new markets around the world. • Led training and onboarding for new Premium Support Product Managers, Engineers, Designers, Marketers, and Analysts on Strava’s payment infrastructure, product history, and customer feedback. Show less
Technical Support Representative, E-commerce
Strava
2013.01-2014.01
(a year)
• Led e•commerce transaction processing and provided customer support to millions of Strava members worldwide. Collaborated with and provided recommendations to cross•functional team members from across the organization to support Strava in the transition from a small startup to a thriving global business. • Assembled qualitative and quantitative metrics that provided Product Marketing and Business Development with a better understanding of the customer experience. These insights were used to accelerate e•commerce sales to the million•dollar level as Strava transitioned from in•house fulfillment to international warehouses with drop shipping. • Worked to troubleshoot and resolve issues involving fulfillment, inventory levels, shipping logistics, warranties, and payments. Collaborated with Engineering to identify, test, and implement solutions that resolved product problems, eliminated payment bugs, and integrated improvements to the infrastructure. Show less

Educational experience

California State University-Sacramento
Bachelor of Science (B.S.), Kinesiology
Current
University of California, San Diego
Undergraduate Studies, Biology
Current