Community Manager

Community Manager

We are seeking an experienced, proactive Community Manager to grow, engage, and support our user community across forums, social platforms, and live channels. The ideal candidate will develop and execute community strategy, create compelling content, moderate conversations, provide customer support, and measure impact through KPIs and analytics. This role combines content strategy, social media management, and hands-on moderation to build a positive, active community that increases retention and brand advocacy.

Key Responsibilities

• Develop and execute a community strategy that drives engagement, retention, and advocacy across forums, social channels, and live streaming platforms.
• Create and manage an editorial calendar for community-focused content, coordinating with marketing, product, and support teams.
• Produce high-quality written and visual content (posts, newsletters, blog updates, social copy, video assets) to spark conversation and highlight community stories.
• Manage day-to-day community activities: moderate conversations, enforce community guidelines, resolve conflicts, and escalate issues when needed.
• Own social media channels and groups (Discord, Facebook Groups, Reddit, Twitter/X, Instagram, LinkedIn, YouTube, Twitch), scheduling posts and engaging with members.
• Provide exceptional in-channel customer support and triage issues via CRM and helpdesk tools (Salesforce, HubSpot, Intercom, Zendesk), ensuring timely escalation and resolution.
• Monitor community sentiment and trends using social listening and analytics tools, sharing insights and recommendations with cross-functional teams.
• Design and run engagement initiatives such as AMAs, contests, livestreams, and events using OBS/StreamYard and video editing tools as needed.
• Implement moderation workflows and use moderation tools and community platforms (Discourse, Vanilla, vBulletin, Mighty Networks) to maintain a safe, welcoming environment.
• Track community KPIs, run A/B tests, and produce regular reports using Google Analytics, social analytics, and visualization tools (Tableau, Looker).
• Manage CRM and email/community communications (SendGrid, Mailchimp) to nurture members and promote events and important updates.
• Collaborate on SEO and content optimization for community knowledge bases and CMS-driven sites (WordPress) to improve discoverability and self-service support.

Qualifications

• 3+ years of hands-on community management, social media, or related experience in a fast-paced product or consumer-facing company.
• Demonstrated success in growing and engaging online communities across multiple platforms (Discord, Facebook Groups, Reddit, Slack, Twitter/X, Instagram, YouTube, Twitch).
• Strong copywriting and content creation skills; portfolio of social posts, newsletters, or community campaigns preferred.
• Experience with CRM and helpdesk tools (Salesforce, HubSpot, Intercom, Zendesk) and running email/notification campaigns (SendGrid, Mailchimp).
• Proficiency with social media scheduling and analytics tools (Hootsuite, Buffer, Sprout Social) and Google Analytics for KPI tracking and reporting.
• Familiarity with CMS (WordPress), forum platforms (Discourse, Vanilla, vBulletin), and community platforms (Mighty Networks).
• Technical comfort with basic HTML/CSS, Google Sheets/Excel, A/B testing, and KPI-driven workflows.
• Experience with content design tools such as Canva and Adobe Photoshop/Illustrator; basic video editing skills (Adobe Premiere, Final Cut) and live streaming tools (OBS, StreamYard) a plus.
• Knowledge of social listening, moderation tools, chatbot integration, and best practices for community safety and escalation.
• Strong interpersonal skills, empathetic customer support mindset, and ability to collaborate across product, marketing, and support teams.
• Data-driven mindset with experience in reporting and visualization tools (Tableau, Looker) and using analytics to inform strategy.
• Bachelors degree in Communications, Marketing, Journalism, or equivalent experience preferred; relevant certifications in social media or community management a plus.