Social Media Support & Corporate Escalations Manager at Nextdoor
San Francisco, CA, US

Nextdoor is an internet company based in San Francisco and backed by Silicon Valley’s leading investors. Our mission is to bring back a sense of community to the neighbourhood; one of the most important communities in each of our lives.

Our product is a free and private social network that allows neighbours to share information and recommendations. Our platform also allows government agencies and emergency response departments to communicate directly with residents when urgent crime and safety issues arise. Over 160,000 neighbourhoods in the United States rely on Nextdoor to build stronger and safer neighbourhoods.

The Support Operations team at Nextdoor is looking for a Social Media Support & Corporate Escalations Manager. You will be responsible for developing and executing all operational activities related to social media customer care and real-time crisis response.  You’ll also focus on identifying areas for improvement, optimizing processes, solving challenging problems, and most importantly, helping to prevent them in future. This role works in close collaboration with the Public Relations, Marketing, Legal, and Trust & Security teams.

Responsibilities:

  • Lead day-to-day social media customer care activities (listening/monitoring  and escalating/responding), including triage methodology, prioritization of inbound messages, response rate and response time of outbound 1:1 messages, and quality control 
  • Primary point of contact for white glove service for executive escalations, and high profile media/influencer inbounds.
  • Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements
  • Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
  • Collaborate with policy and product teams to drive product, process and policy improvements

Requirements:

  • 5+ years' of experience in customer care or community management, with at least 3+ years working in a social media community and/or executive escalations manager capacity.
  • Deep understanding of social media and customer service processes and procedures, with willingness to continually learn/adapt to new technology and strategies 
  • Strong attention to detail, including the ability to quickly dissect and document a situation into a concise “story” for future learning
  • Customer obsessed and data oriented to see through change that can fundamentally help grow the business 
  • Outstanding written and verbal communication skills
  • Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)

Benefits:

  • 100% company-paid health insurance premiums (medical, dental and vision) for you and your dependents
  • Paid vacation and company holidays
  • Free catered dinners Monday through Thursday and catered lunch on Wednesdays
  • Monthly gym stipend
  • One time cell phone & headphone stipend
  • Annual learning and development stipend
  • Two paid volunteer days off
  • Pre-tax commuter benefits
  • Fully stocked kitchen with drinks, snacks and candy
  • La Marzocco espresso machine with Blue Bottle coffee
  • Health FSA
  • 401K plan