Community Specialist I

Position: Community Specialist I  Reports To: Manager, Product Marketing About Us HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals. HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Learn more about us on ourYouTube Channel orBlog Posts About the Role: -Resilient Problem Solver: You have a demonstrated ability to solve problems and manage conflict. You are comfortable handling high-pressure situations and crisis communications without fluff or excuses. -Quick Comprehension & Resourcefulness: You digest new information rapidly. When faced with the unknown, you are resourceful, hunting down the answer rather than waiting to be told. -Clear & Versatile Communicator: You possess excellent English written and verbal skills, prioritizing clarity over noise. You are comfortable engaging customers over phone, video calls, and emails when the situation requires it. -Proactive & Organized: You have strong organizational skills and the ability to manage multiple priorities in a fast-paced start-up environment. You work well independently and don't wait to be tagged—you actively search for ways to add value. -Technical Aptitude: You can read release notes, understand API concepts, and explain complex workflows simply. Experience with marketing software is a strong plus. What You’ll Do:  This is a vital position responsible for maintaining a positive, healthy, and enthusiastic community of High Levelers across all social channels, especially within our Facebook group!  Responsibilities Include: 1. Product Fluency & Alignment -Product Knowledge: You will undergo training to understand our core features and workflows. You don't need to be an engineer, but you must understand how the product works in a real business setting to give accurate, helpful guidance. -Smart Triage & Troubleshooting: Act as a skilled traffic controller. You will provide solutions for community troubleshooting using a high level of discretion, solving concerns quickly while identifying the difference between technical support issues and valid product feedback. -Closing the Loop: Collect user feedback and improvement proposals, ensuring they reach the right internal teams, and follow up with the community when their input leads to changes.  2. Strategic Community Engagement -Multi-Channel Moderation: Engage and moderate across Facebook, Instagram, Twitter, LinkedIn, and Reddit simultaneously. You will maintain a high standard of helpfulness and accuracy across all projects. -Opportunity vs. Support: Distinguish between users who need technical help and users who need "solutions."  -Crisis Management: Act as the "voice of calm" during outages or critical incidents. You will verify user reports, centralize communication, and provide clear, transparent updates to maintain trust. 3. Growth & Expansion -Content & Strategy: Strategize on social media tactics and collaborate internally to contribute engaging content to our social presence. -Expand the Footprint: Help grow our presence on broader platforms like Reddit, ensuring our brand voice is helpful and technical rather than sales-focused. -Social Listening: Proactively monitor social channels for relevant industry conversations (SEO queries, competitor comparisons) and insert helpful, value-add guidance to capture engagement. What You’ll Bring: -Education: High School Diploma or equivalent required; applicable degree is a plus. -Experience: Upto 2 years of Customer Relations or Customer Service experience, with at least 1+ years specifically managing and moderating a large (5k+ members) active Facebook Community. -Platform Mastery: Demonstrated success in building and maintaining an online community or brand across social platforms (specifically Facebook, Reddit, or X). -Content & Tooling: Ability to create quick video walkthroughs and familiarity with project management tools (e.g., Jira, ClickUp). Team Fit: Desire and ability to work as a member of a highly integrated and diverse team, where your contributions lead to significant personal career growth.