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Senior Manager, Community & Social

Webflow

Webflow

Remote
Posted on Friday, May 3, 2024

At Webflow, our mission is to bring development superpowers to everyone. Webflow is the leading visual development platform for building powerful websites without writing code. By combining modern web development technologies into one platform, Webflow enables people to build websites visually, saving engineering time, while clean code seamlessly generates in the background. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use Webflow to be more nimble, creative, and collaborative. It’s the web, made better. =

We’re looking for a Sr. Manager, Community & Social to help us grow our community, their experience, and their voice within Webflow. This job will require engaging audiences on a variety of channels & outlets, including slack, in-person, on our community forum and more. In addition to this, this position will play a key role in scaling our SLA, community experience, and management strategy to foster a loyal, delighted and empathetic community.

About the role

  • Location: Remote-first (United States; BC & ON, Canada)
  • Full-time
  • Exempt
  • The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.
    • United States (all figures cited below in USD and pertain to workers in the United States)
      • Zone A: $147,000 - $203,050
      • Zone B: $138,800 - $190,900
      • Zone C: $129,900 - $178,650
    • Canada (All figures cited below in CAD and pertain to workers in ON & BC, Canada)
      • $167,700 - $230,550

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

  • Reporting to the Director of Community & Agency Marketing, and working alongside our team of customer support liaisons.

As a Sr. Manager, Community & Social, you’ll …

  • Grow and empower a team of human-centric marketers
  • Be an empathetic and strong leader, both for your direct team and the community you represent
  • Be a core partner to our marketing, product, and GTM teams to best represent our product and how it hits on what our customers need
  • Inspire the team and those who interact with their work by shaping the next chapter for Webflow’s social and community strategy
  • Own the prioritization and project management process for community and social channels
  • Lead a team of creative and human-centric marketers who own our customer facing channels (i.e. Twitter, LinkedIn, Facebook, TikTok, Forum, Slack, YouTube and more).
  • Represent the company and community during launches, conferences, and emergency communications
  • Create a social and community strategy that wows our customers and the marketing world
  • Own the development and execution of strategies across all relevant social & community channels, driving customer engagement, brand awareness, and extending our community to new customers
  • Scale our organic social strategy, driving best-in-class community management and driving strong UGC
  • Be responsible for maintaining a strong user experience and engagement calendar for all community-led channels
  • Partner with our creative and video teams to best syndicate, co-create and experiment to show off what is possible with Webflow and our customers
  • Get creative with how we show up for our customers, drive awareness/acquisition, and not be afraid to experiment with ways to use Webflow in our social strategy
  • Build a strong muscle for community experience, engagement, and support
  • Partner with our customer support and frontline teams to diagnose, troubleshoot, and resolve user issues in a timely and empathetic manner
  • Track, analyze and improve user engagement, satisfaction scores, and issue resolution times across our community owned channels (i.e. twitter, forum, community slack, programs etc.)
  • Be responsible for maintaining a strong user experience and engagement calendar for all community-led channels
  • Manage, and scale our community moderator program by identifying, recruiting, and training technical community members to solve customer issues
  • Develop user-centric resources such as FAQs, tutorials, and guidelines to improve our community experience and internal knowledge base
  • Act as a voice for our users, actively engaging with them, gathering feedback, and providing feedback to our product & engineering teams
  • Report on community trends, issues, and impact to our broader team

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you

You’ll thrive as a/an Sr. Community & Social Management Lead if you:

  • 8+ years of experience in a social and/or community-related field such as community management, user advocacy, social strategy or a combination of the above
  • Have a proven track record of growing and scaling teams — and have experience managing a social media team and/or a community management team.
  • Have a knack for balancing surprise and delight with prompt, professional, and empathetic communication
  • Are an expert at resilience and understand how to balance customer and company needs in a professional and prompt manner
  • Are able to set clear objectives, measure impact, and regularly communicate progress to internal and external stakeholders
  • Are a strong believer in experimentation and creative problem solving — bonus points if you’re a creative yourself or have worked on a design-related tool
  • Are no stranger to relationship management, and understand how to actively listen, distill, and optimize for inclusivity, objectivity, and empathy
  • Have strong communication skills both online and in person
  • Have experience with public speaking, public relations, and/or have a strong understanding of PR-related activities
  • Have previously implemented and scaled community & social content strategies, moderator programs, and/or user advocacy feedback programs (Bonus points if you’ve done the above at a fast paced startup or scale-up)
  • Extra points if you have a strong understanding of Webflow and its user community

Our Core Behaviors:

  • Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers.
  • Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment.
  • Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care.
  • Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates.

Benefits & wellness

  • Equity ownership (RSUs) in a growing, privately-owned company
  • 100% employer-paid healthcare, vision, and dental insurance coverage for employees and dependents (US; full-time Canadian workers working 30+ hours per week), as well as Health Savings Account/Health Reimbursement Account, dependent on insurance plan selection. Employees also have voluntary insurance options, such as life, disability, hospital protection, accident, and critical illness
  • 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability for birthing parents to be used before child bonding leave. Employees also have access to family planning care and reimbursement.
  • Flexible PTO with an mandatory annual minimum of 10 days paid time off, and sabbatical program
  • Access to mental wellness coaching, therapy, and Employee Assistance Program
  • Monthly stipends to support health and wellness, as well as smart work, and annual stipends to support professional growth
  • Professional career coaching, internal learning & development programs
  • 401k plan and financial wellness benefits, like CPA or financial advisor coverage
  • Commuter benefits for in-office workers

Temporary employees are not eligible for paid holiday time off, accrued paid time off, paid leaves of absence, or company-sponsored perks.

Be you, with us

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor.

Please note:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please review Webflow’s Applicant Privacy Notice.