Community Manager

At Handy, we're on a mission to change the way the world purchases home services. Every day, we connect thousands of customers with skilled, friendly home service professionals. Not only does our platform make our customers’ lives a bit easier, it also empowers our service professionals to build businesses of their own. We operate in all major US cities and several locations in Canada and Europe, but we are just getting started.

The Community Manager is responsible for managing Handy’s public identity across external review sites and social media platforms. This person will manage a team of CX agents who specialize in Social Media interactions, taking overall responsibility for the handling of customer service cases on all social channels, with the goal of turning negative customer experiences into positive social sentiment. The Community Manager will work closely with the Content Marketing Manager to ensure messaging and brand tone of voice are aligned across all public responses, and to help drive increased positive social sentiment. Based at Handy’s headquarters in New York, the Handy Community Manager role will, as part of the Customer Experience Team, report to the Head of Customer Experience.

• Day to day management of Social CX Team
• Reporting to management on CX performance for all social channels and overall reviews and ratings performance
• Refining and executing current strategy in place for handling external review sites (Yelp, Google+, BBB)
• Overseeing and improving customer service policies and responses on Twitter and Facebook
• Responsible for minimizing cost of case resolution
• Working with SalesForce Associate to improve procedures and reporting accuracy
• Working with Content Marketing Manager to ensure brand alignment and messaging

Key Metrics / Reporting

• Social CX Team performance: Negative vs positive interactions by channel, response times, cases handled
• Handy overall rating on external review sites

• 2-3 years in a customer-facing, social media role
• Prior experience managing a team preferred
• Experience in writing effectively and developing creative social content that engages the desired audience
• Documented success as a self-starter who consistently drives self and others to achieve corporate and personal goals
• You have the ability to work across multiple teams, and communicate in a compelling and professional manner verbally and over email
• Strong organizational and verbal communication skills
• A sense of humor!