Community Manager, Australia at Nextdoor
Australia

Nextdoor is the private social network for you, your neighbours and your community. Nextdoor’s mission is to provide a trusted platform where neighbours work together to build stronger, safer, happier communities, all over the world.

Nextdoor is used by millions of members in over 180,000 neighbourhoods in the US. Since 2016, we have successfully launched Nextdoor in the Netherlands, UK, Germany, France, Italy and Spain, and we plan to extend our service further internationally in 2018 and beyond.

Neighbours use Nextdoor to share local events, find lost pets, recommend local service providers, give away or sell household items they no longer need, share information about neighbourhood safety, and discuss local issues. Our platform also allows government agencies and emergency response departments to communicate directly with residents, especially when urgent crime and safety issues arise.

As Community Manager for Nextdoor Australia you will be responsible for building engaged communities on  Nextdoor while providing excellent member support. You will also be responsible for identifying member facing issues and work to resolve them directly with our product and engineering team. You will represent the voice of our members to the rest of the organisation to ensure that everyone fully understands our members’ needs.

An ideal candidate has built and fostered online communities and led a support team.

This position is based in Sydney and you will be a member of our international team.

Finally, as part of the small but mighty Australian team, you’ll have the spirit that no job is too small or too large and a strong teamwork ethic.

If this sounds interesting, we want to meet you!

Responsibilities:

  • Manage the neighbourhood operations performance for Australia
  • Listen to feedback and be the voice of our members within the organisation
  • Support members as they start up and then grow Nextdoor in their neighbourhoods
  • Communicate in an effective, efficient and friendly manner to build trust and to ensure members feel comfortable contacting us
  • Handle escalations and resolve conflict through content moderation
  • Develop and implement programs and initiatives that allow us to scale up our member support function
  • Define metrics that help us to grow and solve issues creatively
  • Analyse member engagement metrics and implement campaigns to increase engagement and drive activity on our platform
  • Work closely with international support teams to improve our member self-help performance in our Salesforce Help Centre
  • Help build and strengthen our community of members through events and outreach work
  • Quality assurance across all our platforms, including extensive product testing to raise and advocate for issues with engineering

Desired Skills and Experience:

  • Member-focused and community-minded essential
  • Excellent English communication skills (both spoken and written)
  • Experience building and fostering online communities
  • Experience building and managing a support team
  • Hands-on and proactive mentality when it comes to mastering Tools to get the job done (Tableau, Salesforce, SurveyMonkey, Database tools, HTML editors, etc)
  • Developed and implemented result driven communication campaigns a plus
  • Capable of acquiring data independently from multiple internal sources. For instance by building and running SQL-queries a plus

Benefits:

  • The opportunity to build a team and community from the ground up in Australia
  • The opportunity to work with a collaborative and entrepreneurial team on a powerful mission to change the world, one neighbourhood at a time
  • Contribute to growth in the early scale-up stages and international expansion of a promising San Francisco based tech company
  • Regular trips to our HQ, in San Francisco
  • Employee benefits including contributions to a gym membership, phone bill, noise cancelling headphones, office food and refreshments