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.