Manager, Customer Community
ServiceTitan
Ready to be a Titan?
ServiceTitan is looking for a community-driven leader to build, manage, and scale our customer and employee social programs. Reporting to the Senior Manager, Social Media, the Manager, Customer Communities will be responsible for the overarching strategy and daily management of our private customer communities (including Facebook Groups and our primary community platform) and our employee social advocacy program, including overseeing and managing direct reports.
The ideal candidate is a stellar communicator with a passion for building relationships and bringing structure to our engagement efforts. You are obsessed with our customers, understanding their needs and fostering a vibrant, supportive environment. You are a data-driven and empathetic leader, capable of managing customer messaging, handling escalations with professionalism, and mobilizing our internal team to become powerful brand advocates
What you'll do:
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.
Oversee our employee advocacy program, empowering our team to share brand narratives effectively via social.
Rigorously measure community analytics, track member growth and engagement, report on progress, and refine existing strategies to demonstrate business value.
Work cross-functionally with the Marketing organization to source user-generated content, customer testimonials, and product feedback from the community.
Contribute to the broader social media program by amplifying community stories and ensuring our customer voice is highlighted.
What you'll bring:
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.
Obsession with customers, you understand community dynamics and can implement new strategies to elevate and amplify their success.
Data-driven problem solver with a clear perspective on how to measure community health and demonstrate its business value.
Proven track record of sparking conversation and building community, not just publishing content, but creating connection and participation.
Comfort moving fast in real time, with the judgment to know when to act and when not to.
Collaborative, curious, and energized by working across teams to make campaigns social-first.
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
Holistic health and wellness benefits: 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.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.