Customer Community Manager, ServiceTitan
CA$93.8-140.6k
+ Equity
All-in-one operating platform for trades
Open for applications
All-in-one operating platform for trades
1001+ employees
Open for applications
CA$93.8-140.6k
+ Equity
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- The ideal candidate is a stellar communicator with a passion for building relationships and bringing structure to our engagement efforts
- You are obsessed with our customers, understanding their needs and fostering a vibrant, supportive environment
- You are a data-driven and empathetic leader, capable of managing customer messaging, handling escalations with professionalism, and mobilizing our internal team to become powerful brand advocates
- 5+ years of experience in community management and social media including experience overseeing and managing a team. Experience with employee advocacy programs and platforms is a strong plus
- Proven expertise in developing and managing online communities (e.g. Facebook Groups, Khoros, Gainsight, etc.) and building engagement strategies from the ground up
- Excellent written and verbal communication skills; exceptional attention to detail and the ability to handle sensitive customer escalations with diplomacy and empathy
- Obsession with customers, you understand community dynamics and can implement new strategies to elevate and amplify their success
- Data-driven problem solver with a clear perspective on how to measure community health and demonstrate its business value
- Proven track record of sparking conversation and building community, not just publishing content, but creating connection and participation
- Comfort moving fast in real time, with the judgment to know when to act and when not to
- Collaborative, curious, and energized by working across teams to make campaigns social-first
- Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share
- So, if you have the skills but are hesitant to apply because of your background, apply anyway
- We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us
What the job involves
- ServiceTitan is looking for a community-driven leader to build, manage, and scale our customer and employee social programs
- Reporting to the Senior Manager, Social Media, the Manager, Customer Communities will be responsible for the overarching strategy and daily management of our private customer communities (including Facebook Groups and our primary community platform) and our employee social advocacy program, including overseeing and managing direct reports
- Oversee, train, and mentor direct report(s), provide direction through clear expectations, regularly conduct check-ins and provide performance feedback while supporting individual development
- Develop and execute the end-to-end strategy for our customer community platforms, focusing on increasing engagement, providing value, and building brand trust
- Oversee all day-to-day community management, including content programming, moderation, and defining the customer messaging strategy across all groups
- Serve as the primary point of escalation for customer issues within the communities, working cross-functionally with Support, Customer Success, and Product to ensure timely resolution
- Oversee our employee advocacy program, empowering our team to share brand narratives effectively via social
- Rigorously measure community analytics, track member growth and engagement, report on progress, and refine existing strategies to demonstrate business value
- Work cross-functionally with the Marketing organization to source user-generated content, customer testimonials, and product feedback from the community
- Contribute to the broader social media program by amplifying community stories and ensuring our customer voice is highlighted
Our take
In the US, there's been a booming demand for home-service businesses, yet historically many of these trades were running with outdated software systems. That's where ServiceTitan comes in. Founded by friends who grew up around the trades, the company saw a clear gap and set out to give contractors the modern platform they desperately needed.
ServiceTitan's platform is designed specifically for the trades and brings together everything a contractor might need, in one handy system. By focusing on what trade-business owners actually need, it helps turn chaos into structure, giving visibility into operations, so owners can ultimately run their business better.
Now, ServiceTitan serves more than 11,800 trade customers and reported more than $10,000 in annualized billings and processes a huge volume of jobs on its platform. With a market that's still under-served by technology and a platform built to scale, the company is ready to grow even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2022
$365m
SERIES H
Jul 2021
$200m
SERIES G
Total funding: $1.5bn
Company benefits
- Flexible time off
- Fully paid individual medical, dental, and vision coverage
- Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
- Tax free savings via HSA, FSA, and Dependent Care FSA
- 401(k) match
- Personal development programs
- Medical plan with up to $20,000 in fertility coverage
- Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
- Adoption support including reimbursement of up to $20,000
- Bereavement leave for loss of a pregnancy or loved one
- Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
Company HQ
Downtown, Glendale, CA
Leadership
Ara Mahdessian
(Co-Founder & CEO)They studied Management and Computer Science at Stanford University, before co-founding ServiceTitan with Vahe in January 2013. They have served since then as CEO.
Vahe Kuzoyan
(Co-Founder & President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, serving as the president since.
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