Responsibilities

• In-product messaging: Partner with Product to design and maintain the system for Pro-facing in-app communications, communicating platform changes, incentives, and performance data at the right moments in the Pro journey.
• Community, upskilling & brand voice: Pro community building in Bettermode, which includes engagement strategy, content cadence, and the tone of voice for all Pro-facing communications. Pros are small business owners, not gig workers, the voice should reflect that. Define the vision for Pro Academy (training, upskilling, potential partnerships like Greenius); work with partners on content production and delivery.
• Pro help content: Strategy for the knowledge base, FAQs, and how-to content that let Pros find answers without contacting support. Work with PMs on help content for feature launches and platform changes. Measure success by deflection, not just views.
• Internal Pro advocacy: Own the Pro listening system, interviews, call reviews, Bettermode monitoring, support trend analysis, and route insights to product, ops, and support in ways that drive actual decisions.
• Gamification & incentive programs: Own how challenges, badges, and tier-based incentive programs are communicated to Pros across the full lifecycle, from early activation through long-term retention. Product and Data design the incentive structures; you ensure Pros understand, engage with, and are motivated by them.