Community Manager
Posted on 12/16/2022
San Francisco, CA, USA
Experience Level
Desired Skills
  • 4+ years of experience in a social and/or community support role
  • Experience directly leading a functional area or a team
  • Proven commitment to fostering consistently outstanding customer experiences
  • Passion for identifying and articulating nuanced (at times technical) problems in plain writing
  • An ownership mentality, always looking for opportunities to better your work product
  • Exceptional written communication skills, ability to convey clear messages to a wide variety of users across modalities
  • Demonstrated ability to self-organize and prioritize work in an fast-paced, ambiguous environment
  • Comfortability working with modern customer support and productivity tools (Sprout Social, Salesforce, Google Workspace, Confluence, etc
  • Work from our San Francisco, CA office (including nights, weekends, and holidays)
  • Lead a small team and directly contribute to the operation of our social and community support channels
  • Engage with our rider community to foster excitement and connection to our brand
  • Engage with customers and the general public on a variety of social media platforms to support positive brand reputation and inspire customer loyalty
  • Determine the validity of social mentions and whether or not to engage with those which do not directly seek assistance
  • Help determine engagement strategy, when it's determined to engage, provide full-resolution support to ensure an exceptional customer experience
  • Turn customer questions into useful content - knowledge articles, templated replies, self-service content, etc
  • Translate customer needs and feature requests into recommendations for our product team
  • Be a subject matter expert (SME): You will develop and maintain deep knowledge about our customers' experiences, identify trending issues and support rapid triage and resolution
  • Model our lived behaviors to encourage others to do the same in their daily work
Desired Qualifications
  • Previous experience in high-tech or transportation industry
  • Passion for the AV industry
  • Experience working on a distributed team

1,001-5,000 employees

Self-driving car service
Company Overview
Cruise's is building self-driving vehicles to improve life in our cities. The company makes autonomous, sustainable, self-driving EVs.
  • Flexible vacation
  • Paid holidays
  • Paid parental leave
  • Fertility & family expansion benefits
  • 401k matching program
  • Monthly social events
  • Community volunteering programs
  • Healthy meals & snacks for onsite employees
  • Quarterly offsites & working retreats
  • Monthly wellness stipend
  • Mental health support
  • Professional development programs
  • On-site gym in SF HQ
  • Commuter benefits for onsite employees
  • Medical, dental & vision coverage
Company Core Values
  • Stay safe
  • Stay focused
  • Own it
  • Seek truth
  • Work together
  • Be humble