Community Engagement Manager

Summary

Join Reddit's Community Support Team as a Community Engagement Manager and support moderators to ensure community success. You will build scalable processes, demonstrate excellent communication, and act as a point of escalation for complex issues. This role involves collaborating with cross-functional teams, advocating for community needs, and driving continuous improvement. The ideal candidate possesses 3-5+ years of experience in online community support or related fields, strong communication and analytical skills, and experience with customer support software. Reddit offers a comprehensive benefits package including healthcare, 401k match, generous paid parental leave, and more.

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

Benefits

• Comprehensive Healthcare Benefits and Income Replacement Programs
• 401k Match
• Family Planning Support
• Gender-Affirming Care
• Mental Health & Coaching Benefits
• Flexible Vacation & Reddit Global Days off
• Generous paid Parental Leave
• Paid Volunteer time off
• Medical, dental, and vision insurance
• 401(k) program with employer match
• Generous time off for vacation
• Parental leave