Remote Senior Community Support Leader

Placements24; Johannesburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Comprehensive health benefits

Professional development opportunities

Flexible remote work and work-life-b”l

Job summary

WhatJobs Direct is seeking a Senior Community Support Manager to lead a fully remote team and shape our community support approach. You will develop strategies, oversee escalations, and drive engagement across our diverse user base.

The role emphasizes strong leadership, data-driven decision making, and collaboration with product and marketing to improve user experience while maintaining a safe online space. Remote work with a focus on impact and growth.

Qualifications

• 5+ years of experience in community management or customer support leadership.
• Remote team management experience is required.
• Strong communication and interpersonal skills.
• Proficiency with community management tools and CRM systems.
• Data-driven decision making and metric analysis.
• Experience in developing support strategies and policies.
• Excellent organizational and project management abilities.
• Bachelor’s degree preferred or equivalent practical experience.

Responsibilities

• Develop and implement community support strategies and policies.
• Lead and mentor a remote team of community support specialists.
• Oversee complex user inquiries and escalations for timely resolutions.
• Monitor community health and engagement metrics.
• Design training programs for support staff on best practices.
• Collaborate with product and marketing to capture user feedback.
• Enforce community guidelines to ensure a safe environment.
• Analyze support data to identify recurring issues and improvements.
• Contribute to improving support tools and workflows.
• Represent the voice of the community to internal stakeholders.

Skills

Leadership

Communication

Data analysis

Remote team management

Customer support

Conflict resolution

Education

Bachelor's degree in Communications/ Psychology/ Sociology or related field

Tools

CRM systems

Community management tools

Job description

WhatJobs Direct is seeking a Senior Community Support Manager to lead a fully remote team and shape our community support approach. You will develop strategies, oversee escalations, and drive engagement across our diverse user base.

The role emphasizes strong leadership, data-driven decision making, and collaboration with product and marketing to improve user experience while maintaining a safe online space. Remote work with a focus on impact and growth.