Community Engagement Manager

Summary

Join Reddit's Community Support Team as a Community Engagement Manager! In this role, you will support moderators to ensure community success, build scalable processes, and leverage excellent communication skills. You will focus on delivering exceptional community support, nurturing relationships, and driving innovation. This position requires 3-5+ years of experience in online community support or related fields, expertise in supporting geographically-distributed members, and strong analytical abilities. You will collaborate cross-functionally and advocate for the community. The ideal candidate will have experience with customer support software and a passion for delivering exceptional customer experiences.

Requirements

• 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)
• Passion for understanding customer needs and delivering exceptional customer support and experiences

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

Preferred Qualifications

• Experience working in a fast-paced, high-growth digital environment
• Experience implementing and optimizing AI tools, Chatbots, and other synchronous support tooling
• Fluency in another supported language