Full Time Job

Community Support Lead, Scaled Support and Education


San Bruno, CA 10-22-2021
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  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description
YouTube's Scaled Support and Education team exists to be the online connection between YouTube and our Users, working with YouTube's consumers and content creators across online help centers, community forums, YouTube channels, and social media. We deliver proactive, two-way communications in online formats such as blog-style editorial, short and long-form video, interactive questions and answers, polls, and more. We partner closely with Public Relations (PR) and Marketing to land external campaigns and go-to-market moments, as well as Product Solutions teams to voice our online communities and drive positive product and policy change.

As a Community Support Lead, you will oversee the strategy across all YouTube Help Communities (e.g., YouTube Contributor recruitment and retention). You will play a role in expanding Product Communities to markets based on need and overseeing the forum agents to ensure quality and consistency.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun - and we do it all together.

• Program manage community programs, build and maintain internal processes, and report on programs on a regular basis, bringing forward recommendations to adapt and/or scale.
• Identify and nurture relationships with community advocates to improve and promote YouTube's Community Forum experiences by directly engaging with external advocates/users to drive program growth and retention.
• Identify key performance indicators (KPIs) and metrics that can be used to measure the health of our customer-facing content and internal operations.
• Develop strategies for improving the quality of content being produced and for promoting usage of that content (e.g., SEO optimization and content coverage).
• Work with Community Managers and cross-functional partners to deliver a community support strategy that focuses on scalable growth, platform automation and improvements, and feedback loops to product teams.


Minimum qualifications:
• Bachelor's degree or equivalent practical experience.
• 2 years of experience working in external communications, social media, community management, and/or customer service.

Preferred qualifications:
• Experience working cross-functionally with PR, Marketing, Product, and Legal teams.
• Knowledge of search engine optimization (SEO) and web metrics.
• Ability to manage multiple projects simultaneously, and to lead multi-stakeholder projects.
• Excellent written and verbal communication skills.
• Excellent customer service skills.

Jobcode: Reference SBJ-r0m946-54-80-249-22-42 in your application.