Community Engagement Manager

We are seeking an experienced community management professional to join our Community Support Team. As a Community Engagement Manager, you will support our mods to ensure their communities can succeed. You will help us build scalable processes, have a keen eye for detail and have excellent communication skills. This role reports to the Community Support Manager.

Your work will focus on delivering exceptional community support, nurturing relationships, driving innovation of our processes, and continuously improving products/services within our communities.

Key Responsibilities:

• Help our community of mods with public and ticketed support. 
• Demonstrate subject-matter expertise and extensive product knowledge across a broad set of features and tools.
• Work confidently and independently on team projects that improve Mod experience on Reddit.
• Act as a point of escalation for complex issues that occur across the platform and evaluate the correct course of action or point of further escalation.
• Identify and escalate key blockers that will help make moderating on Reddit more accessible for our communities.
• Cross-functional Collaboration: Work closely with PMM, Product, Engineering, and Safety teams to advocate for mod needs, communicate feedback, and ensure a seamless customer journey.
• Community Advocacy: Advocate for the community internally, championing their interests and influencing decisions that impact their experience.
• Continuous Improvement and Innovation: Suggest initiatives to improve the scalability, efficiency, and impact of community success operations and initiatives, leveraging technology and automation where appropriate.

What We Can Expect From You:

• 3-5+ years of experience in online community support, customer success, product operations, or related fields.
• Expertise supporting geographically-distributed community members.
• Great communication skills, with the ability to influence cross-functional stakeholders, and adapt to changing business needs.
• Strong analytical abilities with experience in using data-driven insights to inform decision-making.
• Experience working with customer support, success, and analytics software platforms (Zendesk and Salesforce are a plus).
• Experience working in a fast-paced, high-growth digital environment is preferred.
• Passion for understanding customer needs and delivering exceptional customer support and experiences.

Bonus Points:

• Experience implementing and optimizing AI tools, Chatbots, and other synchronous support tooling.
• Fluency in another supported language.