• 8-10+ years of experience in online community support, customer success, product operations, or related fields, with at least 5+ years in a leadership and management role
• Proven track record of successfully managing, growing, and retaining a large-scale, diverse customer-base
• Expertise managing remote, geographically-distributed teams
• Exceptional leadership and communication skills, with the ability to build and motivate teams, 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 overseeing budgets, vendors and procurement processes
• Experience working in a fast-paced, high-growth digital environment is preferred
• Passion for understanding customer needs and delivering exceptional customer support and experiences

Desirable

• We are seeking a dynamic and experienced Senior Manager to lead our Scaled Support team
• This role is pivotal in ensuring the satisfaction, engagement, and retention of our global community members at scale
• The Senior Manager will oversee a team responsible for delivering exceptional community support, nurturing relationships, driving innovation of our operations and tool stack, and continuously improving products/services within our community
• Strategic Leadership: Develop and execute the strategy for scaled community support, aligning with overall company goals and community needs
• Team Management: Lead, mentor, and inspire a team, fostering a culture of excellence, collaboration, and innovation
• Operational Excellence: Establish and optimize processes for efficiently managing a large volume of community interactions across languages and time zones, ensuring high levels of satisfaction and retention
• Metrics and Reporting: Define key performance indicators (KPIs), regularly measure and report on the effectiveness of our support platforms and operations, and analyze data to make data-driven decisions
• Budget and Procurement: Manage costs and continuously optimize spend across multiple resource areas
• Cross-functional Collaboration: Work closely with PMM, Product, Engineering, and Safety teams to advocate for community 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: Drive initiatives to improve the scalability, efficiency, and impact of community success operations and initiatives, leveraging technology and automation where appropriate