Senior Community Specialist

🕒 October 9

🇺🇸 United States – Remote

💵 $86.6k - $139k / year

⏰ Full Time

🟠 Senior

👫 Community Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

💰 $200M Series G on 2021-06

Consulting • Logistics • Marketing

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

📋 Description

• Own and execute content calendars for customer community groups • Source and develop content across customer communities and editorial calendars • Monitor and route escalations across customer communities and social channels • Identify and close gaps between siloed community efforts • Share learnings, playbooks, and best practices across brands • Track customer questions, issues, and recommendations and communicate them to appropriate teams • Build brand personality and customer trust through community-platform communication • Monitor online conversations among trade services professionals for topics, trends, and risks • Collaborate with stakeholders to resolve customer issues and escalate as needed • Capture, analyze, and share insights with internal stakeholders • Improve internal processes and customer experience consistency • Use monitoring and analytics tools to align community activity with company goals • Maintain product and industry knowledge across brands • Apply community guidelines and recommend updates • Manage day-to-day execution, content sourcing, and employee enablement for the Employee Advocacy program • Pull employee advocacy performance data regularly • Partner with stakeholders to grow employee participation and brand ambassadorship • Analyze engagement data and employee feedback to refine the program • Provide peer coaching as needed to junior team members

🎯 Requirements

• 5+ years of experience in social media, community management, customer service, support, or marketing • Ability to operate across multiple brands, products, or audiences while maintaining attention to nuance • Experience running or contributing to an employee advocacy or ambassador-style program • Familiarity with community platforms, page and group management, and content calendar management • Experience with Gainsight strongly preferred • Familiarity with Salesforce and Tableau • Ability to build networks and develop relationships and partnerships across teams and brands • Exceptional listening skills and empathy • Strong communication skills • Data-driven ability to collect, synthesize, and act on community and social data • Ability to build and present regular reporting on engagement, sentiment, and program performance to leadership • Flexibility to perform varied responsibilities • Passion for an entrepreneurial, fast-paced, and evolving environment

🏖️ Benefits

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training • Programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision insurance • 100% employer-paid options and 90% dependent coverage • FSA and HSA • 401(k) match • Telehealth options, including One Medical memberships • Parental leave and support • Up to $20k in fertility services, including IUI and IVF • Surrogacy and adoption reimbursement • On-demand maternity support through Maven Maternity • Free breast milk shipping through Maven Milk • Pet insurance • Legal advisory services • Financial planning tools • Annual bonus • Equity

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