Manager, Community Team

About Us HighLevel 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. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals. HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. 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. Our People 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. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our 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. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Learn more about us on our YouTube Channel or Blog Posts Who you are:  As the HighLevel 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 HighLevel's growth and success, and you approach community moderation and engagement with strategic foresight, technical curiosity, and strong empathy. You are comfortable troubleshooting technical issues, managing high-tension public discussions calmly, and leading a high-performing team of global Community Specialists in a fast-paced environment. 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. What You’ll Be Doing:  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, LinkedIn, X, and native HighLevel 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. What You’ll Bring: To succeed as the Community Team Manager, you must have a unique blend of proactive leadership, technical capability, and empathetic communication. The skills and qualifications listed below represent the core competencies required to effectively manage our global community spaces and protect and promote the HighLevel brand. 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. Experience/Education/Certifications Required: 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 HighLevel 5+ years of Customer Relations or Customer Service experience