Team Lead - Community

POS-27394

Team Lead - Community

HubSpot is seeking a dynamic and highly organized Team Lead for our Community team. This role will be pivotal in managing and scaling the team driving efficiencies supporting projects and programs and being the Jill or Jack of all trades. The ideal candidate will be a compassionate yet firm leader who excels at providing timely actionable feedback and is committed to fostering a supportive and organized team environment where the team can grow and flourish.

Key Responsibilities:

Leadership and Team Management:

• Support the team Manager by mentoring and growing a team of Community and Program Managers ensuring the highest levels of motivation and performance as they build and nurture our communities.

• Provide regular moderation and content reviews ensuring we meet or exceed all KPIs while balancing quality and SFTC.

• Deliver timely actionable feedback to team members fostering a culture of continuous learning and development.

• Support coach mentor and guide the team’s career growth journeys (in collaboration with their Manager)

Platform + Process Optimization:

• Optimize processes using resources tools and platforms to best understand the most efficient and effective ways for the team to grow and scale.

• Identify opportunities to reduce friction in the customer journey through enhanced self-service tools and community-driven knowledge sharing.

• Rapidly become a subject matter expert of the community platform(s).

Organizational Excellence:

• Maintain an organized work environment by ensuring all community processes documentation and enablement are well-documented accessible and adhered to.

• Implement systems that improve accountability productivity and collaboration.

• Complete administrative tasks such as overseeing budgets and training.

Collaboration and Support:

• Collaborate closely with the rest of the community team to align community strategies with overall business objectives and ensure cohesive execution.

• Assist other Managers as necessary.

Community Projects and Operations:

• Support or lead projects as applicable both internally and externally.

• Focus on operational and efficiency improvements to better serve community members streamlining processes for optimal community interaction and support.

Team Culture:

• Gain a deep and sincere understanding of the team identify gaps in the team culture and support addressing them.

• Organizing planning and driving team culture activities educational and/or training sessions team-building workshops and otherwise supporting activities

Qualifications:

• Proven experience in a team leadership role preferably within community management customer support customer success or a related field.

• Situational leadership style with the ability to balance empathy and authority.

• Able to motivate individuals and utilize their strengths

• Possesses strong skills in leading and implementing change management initiatives ensuring smooth transitions and positive adoption across the team.

• Strong attention to detail and organizational skills

• Excellent communication skills capable and comfortable delivering feedback constructively and effectively.

• A strategic thinker with a data-driven mindset

• Superb communicator with clear personable and informative communication style

• You function extremely well in situations that require flexibility good judgment and sound decision-making based on limited information and/or continual pivots.

• You are a collaborative and communicative partner open to learning sharing and working alongside individuals in other roles and other teams.

• Excellent time management skills and the ability to prioritize work manage projects and initiatives simultaneously and independently complete projects. You are also great at modeling and teaching these traits.

• You embody HEART a growth mindset and

• You champion and promote a diverse and inclusive workplace culture

• Foster a culture of humility and openness where team success takes precedence over individual recognition and ideas are valued for their merit not their source.

Nice to Haves:

• Experience in a Team Lead Team Mentor Manager Program Manager or Coach role

• Asana and/or project management experience

• Community Management and/or Khoros and Khoros CARE experience