Manager, Community Team

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and expand a global, remote team of Community Specialists to ensure continuous coverage, high engagement levels, and alignment with brand standards.

• Define, monitor, and enhance Key Performance Indicators (KPIs) for the community team, focusing on response times, engagement metrics, and community sentiment evaluations.

• Manage and implement the multi-channel engagement strategy across major platforms, including our Facebook Group (over 125k members), Reddit, LinkedIn, X, and native HighLevel Communities.

• Establish, document, and uphold community guidelines and moderation frameworks to foster a supportive, objective, and solution-driven environment.

• Collaborate with Product Managers and Product Marketing to collect and communicate community feedback, identify pain points, and clarify releases to customers.

• Serve as the primary incident coordinator within the community during service outages, disruptions, or public relations events, providing clear, transparent, and authoritative updates.

• Create and oversee customer advocacy initiatives, top-contributor programs, and gamification strategies to incentivize active agency owners and power users.

• Gather and present weekly and monthly qualitative and quantitative community health metrics to Leadership.

• Perform other duties as assigned by the Director of Community & Customer Experience to support the evolving needs of the business and community.

⛳️ Requirements

• A minimum of 8 years of relevant experience, including a strong background in people management is essential.

• High School Diploma or equivalent is required; a relevant degree is advantageous but not mandatory.

• At least 1 year of experience working in HighLevel is necessary.

• Over 5 years of experience in Customer Relations or Customer Service is required.

🏝️ Benefits

• N/A