Community Support Manager, Reddit

• 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

Desirable

• 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
• 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