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 our 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.
Other duties as assigned by the Director of Community & Customer Experience to support evolving business and community needs.

8 years of overall relevant experience with people management experience is a must.
High School Diploma or equivalent required, applicable degree is a plus, but not necessary
Minimum 1 year experience working in HighLevel
5+ years of Customer Relations or Customer Service experience

Manager, Community Team

Key skills