Community Support Manager

We are seeking a dynamic and experienced Manager to lead our Mod Support team. This role is pivotal in ensuring the satisfaction, engagement, and retention of our global community of moderators. The 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.

Key Responsibilities

• Strategic Leadership: Drives clear communication and alignment across the team and key cross functional groups.
• Metrics and Reporting: Sets ambitious goals for the team, regularly measures and reports on the effectiveness of our support platforms and operations, and analyzes data to make data-driven decisions and share key insights with product and safety partners..
• Develop and execute the strategy for mod 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 across both internal and contractor team members.
• Operational Excellence: Build and optimize processes across languages and time zones, ensuring high levels of satisfaction and efficiency across our global team. 
• 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: Drive 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

• 5-7+ years of experience in online community support, customer success, product operations, or related fields, with at least 3+ years in a leadership/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 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.

Benefits

• Group Personal Pension Scheme with Employer match
• Private Medical and Dental Scheme
• Income Replacement Programs
• Family Planning Support 
• Gender-Affirming Care
• Mental Health & Coaching Benefits
• Bike to Work scheme
• Flexible Vacation & Reddit Global Days Off