Community Support Manager

ABOUT US

Covidence is where trusted evidence gets made.

We’re a non-profit platform that makes it easier to systematically review research. Used by over 800,000 researchers at 500+ institutions worldwide, we combine rigorous workflows with carefully evaluated AI and automation, training that builds research capability, and 24/7 support from expert researchers.

THE OPPORTUNITY

Love evidence synthesis but ready for a career outside academia? This role puts your research expertise to work every day. You’ll help review teams around the world produce better evidence, faster.

You’ll join a team of fellow researchers who provide expert support and training to our global user community. This is a customer-facing role in a growing organisation. Our users rely on us mid-review to keep their workflows moving and you’ll help us grow by keeping our customers successful.

What you’ll do:

• Solve technical questions from review teams, from students on their first review to Cochrane authors
• Design and deliver training that builds research capability across institutions
• Act as the voice of researchers inside the company, turning user feedback into product insight
• Create and improve support content, including knowledge base articles, instant replies and our AI chatbot
• Get early access to new features, including AI and automation tools, and help researchers understand how to use them well
• Track and report on support, training and webinar performance, using data to spot trends and improve what we do
• Plan and deliver webinar events to engage our community of evidence producers
• Occasional travel for team or customer events

What you’ll bring:

• Hands-on experience of evidence synthesis and the systematic review process, ideally from a non-healthcare discipline like engineering, climate or education
• Experience teaching, training or supervising, whether that’s lectures, workshops, or guiding students and colleagues
• A talent for explaining complex ideas clearly, in writing and in person and when presenting to large audiences, to people from all backgrounds
• Excellent written and spoken English
• The ability to manage competing priorities and work independently towards clear objectives
• Patience and care when helping people solve problems

Nice to have

• Experience in customer support or a SaaS environment
• An additional language

THE PERKS

• We work remotely from home. You need to have at least a 5-hour overlap with 9am–5pm US Eastern Time
• 4 Week paid annual leave
• Monthly Health Insurance Allowance
• Monthly home allowance to set up and run your home office
• Gifted time off between Christmas and New Years
• Support for parents with 14 weeks paid primary carers leave and 8 weeks paid leave for partners, available after only 6 months tenure
• Access to services & programs to support your wellbeing
• An annual knowledge allowance and time so you keep learning and developing
• Competitive salaries relevant to your experience and home base location, reviewed twice yearly.

How do I apply?

If you are interested in this opportunity, please hit APPLY and send us through your resume or LinkedIn profile so we can get a feel for your background and experience.

We’ll be back in touch with you promptly. Should we proceed further, you can expect 3 interviews with us so we can get to know you and vice versa. If you are offered a role, it will be contingent on returning clean background checks.

We provide equal employment opportunity (EEO) to all persons regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.