Manager, Community Team
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8 years of overall relevant experience
- Required Skills
- People ManagementStakeholder managementSaaS
Requirements
- 8 years of overall relevant experience with people management experience.
- Minimum 1 year experience working in HighLevel.
- 5+ years of Customer Relations or Customer Service experience.
- Strong leadership, mentoring, and direct people-management skills.
- Exceptional conflict-resolution, de-escalation, and crisis communication skills.
- Deep technical aptitude and comfort with SaaS ecosystems, workflow automations, and modern marketing technologies.
- Strong organizational skills and the ability to manage multiple high-stakes priorities.
- Excellent written and verbal communication skills.
Responsibilities
- Direct, mentor, and scale a global, remote team of Community Specialists ensuring 24/7/365 coverage.
- Define, track, and optimize Key Performance Indicators (KPIs) for the community team.
- Oversee and execute the multi-channel engagement strategy across Facebook, Reddit, LinkedIn, X, and native communities.
- Establish, document, and enforce community guidelines and moderation frameworks.
- Partner with Product Managers and Product Marketing to gather and relay community feedback.
- Act as the chief incident coordinator within the community during service outages.
- Develop and manage customer advocacy initiatives, top-contributor programs, and gamification strategies.
- Collect and report weekly and monthly qualitative and quantitative community health metrics.
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