About the Role
We are looking for a Community Manager to grow and strengthen Pratilipi's Malayalam author community.
This role is primarily about author community building. You will work closely with Malayalam authors, especially top-earning, high-potential, and emerging authors, to help them grow on the platform, build stronger visibility, deepen engagement, and unlock monetization opportunities. Your work will directly shape the trust, health, and long-term strength of the Malayalam author ecosystem on Pratilipi.
Customer service is also an important part of this role. At Pratilipi, customer service is not a side function. It is one of the core ways we stay close to users, understand real problems, and build better communities. Alongside author engagement, you will also spend time solving user issues, spotting patterns, and improving the overall experience for Malayalam authors and readers.
This role is ideal for someone who is excellent at building trust over time, communicates with clarity and warmth, and can combine strong people skills with disciplined execution. This is not casual community work. It requires consistency, follow-through, judgment, and the ability to manage a large volume of conversations and relationships without losing quality.
What Success Looks Like in This Role
- Stronger trust and engagement within the Malayalam author community
- Better relationships with key authors across different growth stages
- Clearer communication systems and more reliable author support
- Better visibility into author pain points, feedback, and growth opportunities
- A consistently high-quality support experience for Malayalam users and authors
What You Will Do
Author community and growth
- Build strong, long-term relationships with Malayalam authors through thoughtful, structured engagement across phone, email, WhatsApp, Zoom, and in-person interactions
- Work closely with top-earning, high-potential, and emerging authors to support their growth journey on Pratilipi
- Help authors strengthen their presence, improve engagement, and explore monetization opportunities on the platform
- Create personalized growth plans and practical success roadmaps for authors
- Build and maintain structured communication funnels to manage a large and active author community with consistency and care
- Identify and address author concerns related to inactivity, disputes, visibility, trust, security, and overall platform experience
- Gather meaningful feedback, insights, and recommendations from authors and share them with internal teams
- Prepare regular community reports to track progress, surface issues, and suggest improvements
- Build trust with authors through clear communication, reliable support, and strong follow-through
Customer success
- Resolve user issues for the Malayalam language category with speed, empathy, and clarity
- Support authors and readers with day-to-day problem solving and guidance
- Help users report technical or product-related issues through the right channels
- Identify recurring support patterns and raise them clearly for internal action
- Contribute to a better user experience by staying closely connected to what Malayalam users and authors are facing on the ground
Who This Role Is For
- Someone deeply passionate about Malayalam literature, writing, reading, and culture
- Someone who enjoys building trust through repeated conversations, not just one-time interactions
- Someone who listens well, understands people deeply, and builds lasting relationships
- Someone who communicates clearly and thoughtfully in both Malayalam and English
- Someone who can manage multiple conversations, follow-ups, and priorities without dropping quality
What Will Help You Succeed in This Role
Must have
- Strong verbal and written communication skills in Malayalam and English
- Genuine passion for Malayalam literature and author community
- Ability to build trust and handle sensitive conversations with empathy, maturity, and clarity
- Strong ownership, accountability, and consistency in execution
- Strong organizational skills and the ability to manage multiple tasks and follow-ups effectively
- Comfort with professional communication across email, calls, WhatsApp, and virtual meetings
- Confidence in learning new tools and systems quickly
Good to have
- Experience in community building, author relations, creator partnerships, or customer success
- Familiarity with the Pratilipi platform as a reader or writer
- Experience handling large communication groups or communities
- A strong mix of people skills, problem-solving ability, and execution discipline
Experience
Prior experience is not mandatory, but strong communication, maturity, ownership, and the ability to build trust are essential. Strong candidates may come from literature, content, publishing, community, engineering, or entirely different backgrounds. Freshers are welcome if they bring exceptional communication skills, strong user empathy, and real hunger to build.
Why This Role Matters
This is an opportunity to play a meaningful role in growing one of India's most important Malayalam writing community. Your work will directly influence how authors experience Pratilipi, how deeply they trust the platform, and how strongly the Malayalam ecosystem grows over time.
Security & Data Handling Responsibilities:
Handle sensitive data responsibly in compliance with the DPDP Act, ISO-27001:2022, and Pratilipi's internal security policies — ensuring data privacy, confidentiality, and NDA obligations at all times.
