Community Manager at BigCommerce

| Austin
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BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a 2020 "Best Place to Work" in Austin,  is looking for a Community Manager to join our Four Points office. The Community Manager is part of BigCommerce’s mission to provide world class customer service to customers participating in the Help Center Community. Your efforts will ensure the Community is thriving with engaging, helpful discussions and support questions are getting answered with timely and thorough responses. You are genuinely interested in developing relationships, delighting our customers, ensuring that their feedback is heard. You will lead Community programs like Town Hall, Ideas, and Product Betas. You will achieve success as measured by increasing engagement and question resolution for the Community user base and satisfaction of the Community across our internal and external user base. 

What You’ll Do: 

  • Serve as a mentor for Community Moderator, Level I and II
  • Support the Community on a daily basis by creatively and proactively prompting discussions and assisting customers, developers, and partners with their technical and non-technical questions. 
  • Review and provide coaching to other Community Moderators on writing, judgment, and technical accuracy. 
  • Advise and collaborate with Product & Engineering, PMO, Legal, Support Management, and Marketing teams to craft customer-facing communications for new features, major updates, and official responses to escalated issues or feedback.
  • Use your knowledge of merchant, developer, and partner personalities and preferences to craft and execute content and engagement programs and strategy.
  • Engage and nurture relationships with key community influencers by owning the strategy and execution for engagement programs like recognition and reward programs, BigCommerce Insiders, member spotlights, and webinars and AMA online events.
  • Lead the ongoing management of BigCommerce Ideas by facilitating monthly review workshops with the Product & API Teams 
  • Lead the ongoing management of Community-led Product betas. Working with Product & Engineering, you’ll define beta goals and implement tactics to achieve them. You’ll define the rules of engagement and help drive active conversations to gather product feedback. 
  • Attend and contribute to cross-functional GoToMarket meetings to ensure the transparent, consistent sharing of updates to our merchant community. 
  • Provide timely, reactive social media support on the BigCommerce Facebook Page, Group, and Twitter handle. 
  • Responsible for ongoing reporting of key metrics associated with the Community on an interval basis (daily/weekly/monthly/quarterly/annual). 

Who You Are:

  • 3-5  years moderating an online Community or social media presence for a business
  • 1+ years of experience supporting the BigCommerce product and/or running a BigCommerce store, required
  • 1+ years experience with basic HTML/CSS, required
  • 1+ years experience with Javascript for working with Handlebars in our Stencil Development Framework preferred
  • Associate’s Degree  in communications or a related field, or higher preferred
  • Previous project management experience preferred
  • Demonstrated ability to work autonomously with excellent judgment and problem-solving abilities. 
  • Experience leading initiatives and determining the right methods and process for new projects
  • Demonstrated ability to lead and develop others through mentorship and coaching opportunities. 
  • Passion for engaging with others in an online community and social media channels (Facebook, Twitter, Reddit…)
  • Must demonstrate excellent writing skills, including spelling, grammar, and English composition
  • Exceptional judgment and soft-skills required to represent BigCommerce online and communicate about sensitive issues
  • Familiarity with the business habits, personalities, and learning preferences of ecommerce merchants, partners, and developers required
  • Previous experience with MS Excel and Salesforce Reports for recording and charting progress over time preferred
  • Work effectively cross functionally—marketing, support, product, and engineering with relative ease to champion new ideas and drive business goals

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.  

Diversity & Inclusion at BigCommerce
We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that.

Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.


Current BigCommerce Employees: Please use the internal job board to apply for openings


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin. We also have a location downtown at 211 E 7th St Suite 500, 78701.

What are BigCommerce Perks + Benefits

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with Nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

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