Strava

Manager, Community Management

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What Strava is looking for in applicants

About This Role

Strava is the leading social platform for athletes and the largest sports community in the world, with over 93 million athletes in 195 countries. If you sweat you’re an athlete, and Strava’s mobile apps and website connect millions of active people every day!

We are looking for a Manager on our Community Management team to lead a small team and engage collaboratively within and across teams. You should have a history of mentoring colleagues as well as fostering career growth and development. Our team is passionate about advocating for athletes and this role will work to identify best practices for collecting and sharing multi-channel feedback effectively to enhance the athlete experience. This role will be responsible for leading efforts to deliver world-class technical support by optimizing operations and will work cross-functionally with product teams to deliver on company initiatives.

 

You’re excited about this opportunity because you will:

  • Manage a team of leads and specialists to handle customer inquiries, track and synthesize feedback, and assist in the creation and maintenance of internal and external resources.

  • Manage ticket QA and ticket escalation processes to ensure effective handling of complex customer problems.

  • Leverage knowledge of CX industry standards and best practices to manage current systems, as well as explore new tools and channels to meet business needs.

  • Be an internal advocate within Strava for athletes through collaboration with product teams, sharing their feedback and experiences with the larger Strava organization.

  • Identify and implement cost and scaling optimizations.

  • Deliver performance trends, insights, and key learnings to stakeholders.

  • Create, outline, and prioritize team projects based on current business objectives.

 

You will be successful here by:

  • Collaborating and communicating effectively with multiple different teams.

  • Understanding how to influence and drive product decisions when many stakeholders are involved.

  • Successfully synthesizing and communicating Strava Community feedback, sentiment, and trends across all channels.

  • Building business cases and advocating for product and process improvements based on user feedback. This might include agent or member facing tools, new features, closing loopholes, mitigating risk, and improving business processes.

  • Developing customer-centric insights that will inform policy and product decisions, with an eye toward proactive, scalable, preventative solutions.

  • Developing skills and fostering professional growth among your team members.

 

We’re excited about you because you:

  • Have a minimum of 4 years of experience in customer service with a minimum of 2 years managing a customer service team that uses ticketing software (e.g., Zendesk).

  • Have strong and effective written and verbal communication with exemplary documentation skills.

  • Have a problem-solving aptitude and mindset, always looking for ways to elevate our operation.

  • Are a strategic thinker who balances the high-level vision with the details of everyday operations.

  • Have experience working in a highly collaborative and cross-functional team environment.

  • Are highly organized, with strong attention to detail; can own and manage a project end-to-end with an ability to constantly prioritize.

  • You use data to create compelling stories which allow for internal teams to make better informed decisions and execute on their roadmaps.

  • Are proactive about offering constructive feedback to coworkers.

  • You inspire, motivate, and coach team mates.

  • You are passionate about fitness and engaging with our athletic community. Experience with Strava is a plus.

 

About Strava

Strava is Swedish for “strive,” which epitomizes who we are and what we do. We’re a passionate and committed team, unified by our mission to connect athletes to what motivates them and help them find their personal best. And with billions of activity uploads from all over the world, we have a humbling and audacious vision: to be the record of the world’s athletic activities and the technology that makes every effort count.

Strava builds software that makes the best part of our athletes’ days even better. And just as we’re deeply committed to unlocking their potential, we’re dedicated to providing a world-class, inclusive workplace where our employees can grow and thrive, too. We’re backed by Sequoia Capital, Madrone Partners and Jackson Square Ventures, and we’re expanding in order to exceed the needs of our growing community of global athletes. Our culture reflects our community – we are continuously striving to hire and engage diverse teammates from all backgrounds, experiences and perspectives because we know we are a stronger team together.

In light of the global pandemic, Strava is currently working in a fully remote capacity. As always, we remain committed to fully supporting our employees, especially their mental health and wellbeing, through these challenging times. Despite challenges in the world around us, we are continuing to grow camaraderie and positivity within our culture and we are unified in our commitment to becoming an antiracist company. We are differentiated by our truly people-first approach, our compassionate leadership, and our belief that we can bring joy and inspiration to athletes’ lives — now more than ever. All to say, it’s a great time to join Strava!

Strava is an equal opportunity employer. In keeping with the values of Strava, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

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. Please contact us to request accommodation.

California Consumer Protection Act Applicant Notice

For more information on compensation and benefits, please click here.

Want some tips on how to get an interview at Strava?

What is Strava looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
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