Manager, Community Team

Responsibilities

• Direct, mentor, and scale a global, remote team of Community Specialists ensuring 24/7/365 coverage, high engagement, and consistent brand alignment.
• Define, track, and optimize Key Performance Indicators (KPIs) for the community team, including response times, engagement rates, and community sentiment scores.
• Oversee and execute the multi-channel engagement strategy across major platforms, including Facebook Group (125k+ members), Reddit, LinkedIn, X, and native HighLevel Communities.
• Establish, document, and enforce community guidelines and moderation frameworks to maintain a helpful, objective, and solution-oriented environment.
• Partner with Product Managers and Product Marketing to gather and relay community feedback, highlight pain points, and explain releases to customers.
• Act as the chief incident coordinator within the community during service outages, disruptions, or PR events, publishing clear, transparent, and authoritative updates.
• Develop and manage customer advocacy initiatives, top-contributor programs, and gamification strategies to reward active agency owners and power users.
• Collect and report weekly and monthly qualitative and quantitative community health metrics to Leadership.

Requirements

• Strong leadership, mentoring, and direct people-management skills, with a track record of scaling remote teams.
• Exceptional conflict-resolution, de-escalation, and crisis communication skills.
• Proactive go-getter, not afraid to ask hard questions, take accountability, and make decisive calls under high-visibility pressure.
• 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 simultaneously in a 24/7 digital environment.
• Self-motivated and able to work independently while collaborating seamlessly across product, support, and marketing teams.
• Excellent written and verbal communication skills, with a proven ability to distill complex engineering updates into simple, clear, and reassuring community updates.
• 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.

Nice-to-Haves

• Applicable degree (not required).