Manager, Community Team

High Level Community Team Manager

High Level is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.

With over 2000+ team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact.

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve.

As the High Level Community Team Manager, you are responsible for scaling, organizing, and safeguarding our highly active, entrepreneurial user community. You understand that this community is a critical driver of High Level's growth and success, and you approach community moderation and engagement with strategic foresight, technical curiosity, and strong empathy.

Your passion for community-led growth is matched by your analytical mindset. You recognize that every social post, bug report, and feature request represents an opportunity to improve the product and deepen customer loyalty. You are an exceptional communicator, a natural bridge-builder between users and product engineering, and a calm leader who can coordinate crisis communication under pressure without breaking character or sounding corporate.

• Direct, mentor, and scale a global, remote team of Community Specialists ensuring 24/7/365 coverage, high engagement, and consistent brand alignment.
• Define, track, and optimize Key Performance Indicators (KPIs) for the community team, including response times, engagement rates, and community sentiment scores.
• Oversee and execute the multi-channel engagement strategy across major platforms, including our Facebook Group (125k+ members), Reddit, Linked In, X, and native High Level Communities.
• Establish, document, and enforce community guidelines and moderation frameworks to maintain a helpful, objective, and solution-oriented environment.
• Partner with Product Managers and Product Marketing to gather and relay community feedback, highlight pain points, and explain releases to customers.
• Act as the chief incident coordinator within the community during service outages, disruptions, or PR events, publishing clear, transparent, and authoritative updates.
• Develop and manage customer advocacy initiatives, top-contributor programs, and gamification strategies to reward active agency owners and power users.
• Collect and report weekly and monthly qualitative and quantitative community health metrics to Leadership.
• Other duties as assigned by the Director of Community & Customer Experience to support evolving business and community needs.

• Strong leadership, mentoring, and direct people-management skills, with a track record of scaling remote teams.
• Exceptional conflict-resolution, de-escalation, and crisis communication skills.
• Must be a proactive go-getter, not afraid to ask hard questions, take accountability, and make decisive calls under high-visibility pressure.
• Deep technical aptitude and comfort with SaaS ecosystems, workflow automations, and modern marketing technologies.
• Strong organizational skills and the ability to manage multiple high-stakes priorities simultaneously in a 24/7 digital environment.
• Desire and ability to work in a fast-paced start-up environment where your contributions directly influence product design and company brand.
• Self-motivated and able to work independently while collaborating seamlessly across product, support, and marketing teams.
• Excellent written and verbal communication skills, with a proven ability to distill complex engineering updates into simple, clear, and reassuring community updates.

• 8 years of overall relevant experience with people management experience is a must.
• High School Diploma or equivalent required, applicable degree is a plus, but not necessary
• Minimum 1 year experience working in High Level
• 5+ years of Customer Relations or Customer Service experience

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