Location: Remote - EST preferred
Annual salary: USD 105,000 - 135,000
Final base salary within this range will be determined based on job-related factors, including the candidate’s experience, skills, qualifications, and geographic location.
Type: Full Time
Reports to: Director, Brand Values and Community

About this Role

We are seeking a community-driven and highly organized Senior Community Manager to join our growing Brand Values team.

At Nex, our community isn't just a support channel, but it's one of our most valuable sources of insight, advocacy, and storytelling. This role builds relationships with families, helps them connect with one another, and ensures their voices directly influence our products, content, and marketing.

You will work across our Facebook community, Reddit, and Circle to help ensure that family voices remain at the center of everything we do.

This is an excellent opportunity for someone who loves building relationships, uncovering customer insights, and turning community conversations into action.

Success in this role is measured not only by community engagement and health, but by the quality of insights, advocacy, and customer stories surfaced from the community.

Core Responsibilities

Community Health, Engagement & Operations

• Own day-to-day community engagement and member experience across Nex community channels.
• Publish community content, prompts, announcements, and product education.
• Support and provide direction to moderators.
• Maintain moderation workflows, escalation paths, and community guidelines.
• Identify emerging questions, concerns, trends, and opportunities.

Customer Advocacy & Storytelling

• Build relationships with engaged families, advocates, beta testers, and super users.
• Identify compelling customer stories, testimonials, and use cases.
• Conduct interviews and surface stories for Brand, Content, PR, and Marketing.
• Help create pathways for customers to become advocates, testers, ambassadors, or contributors.

Community Insights & Reporting

• Identify recurring themes, needs, sentiment, and customer feedback across community channels.
• Gather insights through discussions, surveys, interviews, and research initiatives.
• Produce recurring Voice of Community reports with actionable recommendations.
• Partner with Product, Marketing, Support, and Research to ensure customer feedback reaches the right teams.

Preferred Qualifications

• Familiarity with community analytics, survey tools, and customer feedback platforms.
• Experience working with family, gaming, education, consumer technology, or lifestyle brands.
• Experience with ambassador, advocate, or champion programs.
• Experience supporting customer research initiatives.
• Experience creating customer stories, case studies, interviews, or editorial content.

Requirements

• 5+ years managing online communities or customer advocacy programs.
• Excellent written communication and relationship-building skills.
• Experience managing Facebook Groups, Reddit, Circle, or similar community platforms.
• Strong organizational and project management skills.
• Ability to analyze qualitative feedback and identify actionable insights.
• Comfortable working cross-functionally across Product, Marketing, Customer Support, and Research.
• Experience managing multiple projects simultaneously in a fast-paced environment.