US Community Manager

Website brainly Brainly

Brainly is the world’s largest social learning platform.

There are already millions of middle and high school students who use Brainly every month to learn, and we need to continue to grow and shape our Moderator community in the United States to ensure that Brainly has the best educational content for students online. Our Moderator community works to keep answer quality high, engage users, and keep the community a safe and welcoming place.

You’ll work closely with the US General Manager to shape the future of our community growth and engagement strategy. Together you’ll define KPIs, set moderator targets and build processes and reporting to ensure the health of our community.

We are looking for an experienced community manager who is a passionate and empathetic communicator and is able to provide exceptional support to community members needing help, as well as mentor and lead the US community team within Brainly.

What you will do:

  • Define and execute the overall community engagement strategy for the US in partnership with US General Manager
  • Provide support on Brainly as a presence within the community, and engage with users during working hours
  • Partner with cross-functional teams to improve Community Standards enforcement, quality, reporting and tools
  • Support Moderator recruitment and engagement efforts as needed, and contribute to the development of new strategies to grow our Moderator community
  • Manage at least one employee in our New York office
  • Keep up-to-date with compliance-related regulations and suggest enhancements where necessary
  • Investigate and respond to reported compliance and/or online safety escalations from our moderation team with speed and accuracy
  • Key stakeholder in defining KPIs and setting targets relative to community engagement
  • Manage and execute any community-related initiatives or events
  • Communicate and delegate to Brainly’s moderator teams on a daily basis, while fostering cohesion
  • Manage high-level moderation tasks and resolve any sensitive situations that should arise in the moderator community or wider community
  • Receive any bug reports, feature requests or other feedback from users and moderators and report to stakeholders via internal channels
  • Monitor moderators’ engagement, as well as other community-related metrics, and provide reports, insights, and feedback to stakeholders regularly
  • Research and provide insight on tools or external resources that could improve your management of the community

What you will need:

  • 5+ years of experience managing online communities, ideally communities of middle and high school students
  • 3+ years people management experience
  • Experience leading large-scale community strategies
  • Excellent written communication skills
  • Clear understanding of psychological factors that drive social engagement
  • Crisis management skills, and an effective grasp of how to manage sensitive situations
  • Ability to drive high priority cases through process of resolution
  • Ability to work with traumatic, sensitive and potentially offensive content
  • Enthusiasm for working with middle school, high school, and college students
  • Previous experience with customer service and content moderation
  • Familiarity with content moderation tools
  • Strong computer and Internet skills

Additional information:

  • Location: Manhattan; New York, NY
  • Availability: full-time position
  • Competitive compensation package
  • Competitive benefits including health insurance (medical, dental, vision), 401K plan, FSAs, commuter benefits, paid holidays, 21 days of paid vacation to start, paid CitiBike program, weekly company lunches, company events, and more
  • We are committed to your professional development by providing opportunities to participate in conferences, training, and courses

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