Manager, Community Team (SaaS)

TL;DR

Manager, Community Team (SaaS): Scaling and safeguarding a highly active entrepreneurial user community with an accent on community-led growth, multi-channel engagement, and team leadership. Focus on optimizing community KPIs, managing crisis communications during service disruptions, and bridging the gap between users and product engineering.

Location: Remote (United States)

Company

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform empowering businesses to drive growth.

What you will do

• Direct, mentor, and scale a global, remote team of Community Specialists ensuring 24/7/365 coverage.
• Define and optimize KPIs including response times, engagement rates, and community sentiment scores.
• Execute multi-channel engagement strategies across Facebook, Reddit, LinkedIn, X, and native HighLevel Communities.
• Establish and enforce community guidelines and moderation frameworks to maintain a solution-oriented environment.
• Collaborate with Product Managers and Product Marketing to relay community feedback and explain product releases.
• Coordinate crisis communications and publish transparent updates during service outages or PR events.

Requirements

• Must be based in the United States.
• 8+ years of relevant experience with proven people management skills.
• Minimum 1 year of experience working in HighLevel.
• 5+ years of experience in Customer Relations or Customer Service.
• Deep technical aptitude with SaaS ecosystems and workflow automations.
• Exceptional conflict-resolution, de-escalation, and crisis communication skills.

Culture & Benefits

• Global, remote-first environment with over 2000 team members across 15+ countries.
• Company culture rooted in creativity, collaboration, and impact.
• Environment where innovation thrives and ideas are celebrated regardless of location.
• Opportunity to directly influence product design and company brand in a fast-paced startup setting.