We are seeking a top-notch, experienced Online Community Manager to act as the eyes and ears of your assigned brand communities.
Reporting to the Community Team Leader, you will contribute to a bespoke community engagement strategy, build community relationships, and be responsible for the overall brand growth on channels like Discord, Telegram, Reddit, YouTube community and Trustpilot.
Your Mission
· Daily monitoring ofmember activity on online forums, proactively reporting themes, trends, and problem areas to the Community Team Leader or Customer Service Team
· Keep internal and external information up-to-date in a fast-paced environment
· Work closely with the team to write and disseminate critical information about brand updates
· Complete brand-specific training and be prepared to identify and flag Adverse Events across assigned communities
· Reply to member comments in brand discussion forums to foster a sense of community and encourage conversation. NB- you will not be the point of contact for responding to individual customer complaints/inquiries, but work with CS to share data, and cluster them into trends for the team to understand
· Contribute ideas for the overall growth and health of individual communities, while seeking out new channels where our customers gather
· Responsible for managingDiscord on-platform live events such as AMAs and other activities to engage and connect with the broader Discord community; onboard new users and ensure their continued engagement while promoting a vibrant community culture
· Work closely with social and content teams to produce exclusive content and create a diverse creative community
· Entrepreneurial mindset and ability to operate autonomously
· Experience using and building community servers
· Excellent, accurate written and verbal communication skills
· Knowledge of sports is a huge benefit
· Ability to use social media tools to glean trends, statistics, and insights
· Professionally represent the client's core values and mission when interacting with external parties
· Strong work ethic, and ability to work closely with, and collaborate effectively with other teams
· A global mindset:someone who has either worked internationally or had experience managing a large regional community
· Prior customer service experience beneficial
· Self-motivated and independent
· Quiet dedicated workspace and reliable internet access
· Ability to adapt to and learn new community-related software
· Extremely organized and able to juggle multiple tasks
· Team player
· Regular, consistent and punctual attendance (2 days in office, 3 days from home)
· Able to work nights or weekends/variable schedule when necessary.
