Remote Community Specialist I - Engage and Grow Our Community

About the Role

We are seeking a Remote Community Specialist I to join our dynamic team at HighLevel. In this role, you will be pivotal in maintaining a vibrant and supportive community of High Levelers across various social channels, particularly within our Facebook group. You will be responsible for engaging with our community members, addressing their concerns, and ensuring a positive experience as they navigate our platform. This position is fully remote, allowing you to work from anywhere in Mexico.

What You’ll Do

• Product Fluency & Alignment: Gain a deep understanding of our core features and workflows through comprehensive training. You will provide accurate guidance to users based on real business scenarios.
• Smart Triage & Troubleshooting: Act as a skilled traffic controller by providing solutions for community troubleshooting while discerning between technical support issues and valid product feedback.
• Closing the Loop: Collect user feedback and improvement proposals, ensuring they reach the appropriate internal teams and following up with the community on any changes made.
• Multi-Channel Moderation: Engage and moderate across platforms such as Facebook, Instagram, Twitter, LinkedIn, and Reddit, maintaining a high standard of helpfulness and accuracy.
• Crisis Management: Serve as the "voice of calm" during outages or critical incidents, centralizing communication and providing clear updates to maintain trust.
• Content & Strategy: Collaborate with internal teams to strategize on social media tactics and contribute engaging content to our social presence.
• Social Listening: Monitor social channels for relevant industry conversations and insert helpful guidance to capture engagement.

Requirements

• High School Diploma or equivalent required; applicable degree is a plus.
• Up to 2 years of Customer Relations or Customer Service experience, with at least 1+ years managing and moderating a large (5k+ members) active Facebook Community.
• Demonstrated success in building and maintaining an online community or brand across social platforms.
• Ability to create quick video walkthroughs and familiarity with project management tools (e.g., Jira, ClickUp).
• Excellent English written and verbal communication skills.

Nice to Have

• Experience with marketing software is a strong plus.
• Ability to work independently and proactively search for ways to add value.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

What We Offer

• Competitive salary range of $45,000 - $60,000 per year.
• Fully remote work environment, allowing for flexibility and work-life balance.
• Opportunity to work with a diverse and integrated team.
• Career growth opportunities within a rapidly expanding company.
• Engaging company culture that values creativity and collaboration.