Manager, Customer Community
ServiceTitan
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$93,800 - CA$140,600 per year
Job Level
Mid-LevelSenior
About the role
- Oversee, train, and mentor direct report(s), provide direction through clear expectations, regularly conduct check-ins and provide performance feedback while supporting individual development.
- Develop and execute the end-to-end strategy for our customer community platforms, focusing on increasing engagement, providing value, and building brand trust.
- Oversee all day-to-day community management, including content programming, moderation, and defining the customer messaging strategy across all groups.
- Serve as the primary point of escalation for customer issues within the communities, working cross-functionally with Support, Customer Success, and Product to ensure timely resolution.
- Rigorously measure community analytics, track member growth and engagement, report on progress, and refine existing strategies to demonstrate business value.
Requirements
- 5+ years of experience in community management and social media including experience overseeing and managing a team.
- Experience with employee advocacy programs and platforms is a strong plus.
- Proven expertise in developing and managing online communities (e.g. Facebook Groups, Khoros, Gainsight, etc.) and building engagement strategies from the ground up.
- Excellent written and verbal communication skills; exceptional attention to detail and the ability to handle sensitive customer escalations with diplomacy and empathy.
- Data-driven problem solver with a clear perspective on how to measure community health and demonstrate its business value.
Benefits
- Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
- Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
- Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
community managementsocial media managementcontent programmingcustomer messaging strategycommunity analyticsengagement strategiesemployee advocacy programs
Soft skills
leadershipmentoringcommunicationattention to detaildiplomacyempathyproblem solving