Senior Community Support Manager

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

About the Role

Our client, WhatJobs Direct, is seeking a highly motivated and experienced Senior Community Support Manager to join their growing team. This is a fully remote, permanent position, offering a unique opportunity to shape and lead the support efforts for our diverse community. You will be instrumental in fostering a positive and supportive environment, ensuring our users receive exceptional assistance and engagement. The ideal candidate possesses strong leadership skills, a deep understanding of community dynamics, and a passion for helping others. This role demands proactive problem-solving, excellent communication, and the ability to manage a remote team effectively. We are committed to building a supportive and inclusive online space, and this role is central to that mission.

Key Responsibilities

• Develop and implement comprehensive community support strategies and policies.
• Lead, mentor, and manage a team of remote community support specialists, fostering a collaborative and high-performing environment.
• Oversee the resolution of complex user inquiries, issues, and escalations, ensuring timely and satisfactory outcomes.
• Monitor community health and user engagement metrics, identifying trends and areas for improvement.
• Design and deliver training programs for support staff on best practices, platform updates, and customer service excellence.
• Collaborate with product and marketing teams to gather user feedback and inform product development and communication strategies.
• Champion community guidelines and enforce policies to maintain a safe and respectful environment for all users.
• Analyze support data to identify recurring issues and propose solutions to enhance the user experience.
• Contribute to the continuous improvement of support tools and workflows.
• Represent the voice of the community to internal stakeholders.

Requirements

• Proven experience (5+ years) in community management, customer support leadership, or a related field, with at least 2 years in a managerial capacity.
• Demonstrated success in managing and developing remote teams.
• Exceptional communication, interpersonal, and conflict resolution skills.
• Strong understanding of online community platforms and social media dynamics.
• Proficiency in community management tools and CRM systems.
• Ability to analyze data, identify insights, and make data-driven decisions.
• Experience in developing and implementing support strategies and policies.
• Excellent organizational and project management skills.
• A Bachelor's degree in Communications, Psychology, Sociology, or a related field is preferred, or equivalent practical experience.
• Passion for community building and user advocacy.

Benefits

• As a fully remote position based in Johannesburg, Gauteng , this role offers significant flexibility. You will receive a competitive salary, comprehensive health benefits, opportunities for professional development and advancement within a growing organization, and the chance to make a real impact. We believe in work-life balance and provide the tools and support necessary for our remote employees to thrive. Join us and help build a vibrant and supportive online community.