What are the responsibilities and job description for the Subscriber Manager position at Flow?
About The Company
At Flow, we’re reimagining what it means to live, work, and connect. More than just a real estate company, Flow is a brand, a technology platform, and an operations ecosystem spanning condominiums, hotels, multifamily residences, and office spaces. We’re building a new kind of living experience: one that’s flexible, connected, and designed to create genuine community and real value for the people who call Flow home.
Our mission is oneness: prioritizing our residents and their experiences, and fostering connection with ourselves, their neighbors, and the natural world. By putting people at the center of everything we do, we’re creating vibrant, human-centered communities where life, work, creativity, and play all come together in one place.
About The Role
Flow is seeking a Subscriber Manager to own the subscriber experience across customer support, retention initiatives, community engagement, and subscription operations. This person will serve as the primary liaison between The Flow Trip community and internal teams, using customer insights, analytics, and creative problem-solving to improve subscriber growth, retention, and overall experience.
Responsibilities
At Flow, we’re reimagining what it means to live, work, and connect. More than just a real estate company, Flow is a brand, a technology platform, and an operations ecosystem spanning condominiums, hotels, multifamily residences, and office spaces. We’re building a new kind of living experience: one that’s flexible, connected, and designed to create genuine community and real value for the people who call Flow home.
Our mission is oneness: prioritizing our residents and their experiences, and fostering connection with ourselves, their neighbors, and the natural world. By putting people at the center of everything we do, we’re creating vibrant, human-centered communities where life, work, creativity, and play all come together in one place.
About The Role
Flow is seeking a Subscriber Manager to own the subscriber experience across customer support, retention initiatives, community engagement, and subscription operations. This person will serve as the primary liaison between The Flow Trip community and internal teams, using customer insights, analytics, and creative problem-solving to improve subscriber growth, retention, and overall experience.
Responsibilities
- Create and manage a consistent monthly subscriber communication schedule with updates, key dates, and new offers/initiatives while maintaining the Flow Trip tone and voice
- Serve as the primary point of contact and first responder for all customer service inquiries related to standard operations, transitional questions, fulfillment for subscribers and non-subscribers, shipping, and related support needs while maintaining the brand tone and voice
- Act as the liaison between the Flow Trip community and the Studio Team, communicating trends and feedback related to the magazine experience
- Strategize on subscription management improvements, research customer experience enhancements, develop subscriber incentives, and track subscription growth and retention
- Serve as the point of contact for entrants and winners of the annual Flow Photo Contest
- Identify and help resolve backend issues while partnering with the web team to support a seamless customer experience across platforms including WooCommerce, Shopify, MailChimp, AwardForce, and related systems
- Troubleshoot technical issues by navigating various platforms, identifying problems, and collaborating with internal and external partners to support resolution
- Collaborate across departments to ensure alignment and support larger projects, initiatives, and business goals
- Update the website to reflect accurate communication, timelines, and information related to The Flow Trip, while maintaining and updating product listings as the customer experience evolves and improves
- 1-3 years of experience in customer service and community engagement; experience with creative brands preferred. Magazine or editorial experience is a plus.
- Bachelor’s degree in a related field or equivalent experience
- Ability to maintain brand tone and voice across all communication channels
- Highly organized, self-driven, and empathetic, with strong communication skills and a service mindset
- Tech-savvy with knowledge of e-commerce platforms and the ability to quickly learn and navigate subscriber and content management systems such as Shopify, WooCommerce, Mailchimp, and Substack
- Experience analyzing trends using Excel and Google Workspace, and translating insights into community initiatives and communications
- Solid working knowledge of Google Workspace and tools such as Typeform and Google Sheets for community management, reporting, and operations
- Comprehensive benefits package (Medical / Dental / Vision / Disability / Life)
- Paid time off and 13 paid holidays
- 401(k) retirement plan
- Healthcare and Dependent Care Flexible Spending Accounts (FSAs)
- Access to HSA-compatible plans
- Pre-tax commuter benefits
- Employee Assistance Program (EAP), free therapy through SpringHealth, acupuncture, and other wellness offerings