This job listing expired on Apr 1, 2020
Tweet

Minimum qualifications:

  • Bachelor's degree or equivalent practical experience.
  • 2 years of experience in external facing role, such as sales/customer support
  • Experience with written communications on behalf of a brand

Preferred qualifications:

  • Experience in Community Management and/or Social Support
  • Experience working across multiple cross-functional teams and timezones
  • Knowledge of YouTube Products and YouTube Gaming Community

About the job

YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users’ voices to help shape product solutions.

As a member of the Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone.

As a Community Manager for YouTube, you will communicate externally about new features, known product issues, and trending feedback, all the while advocating for our users and creators across the company. You will be the authority on how your communities will react to new content, products, and ideas and will work with various cross-functional teams to improve communications, user journeys, and product experiences.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

Responsibilities

  • Focus on Community Management for the Gaming Community, covering priority product areas including Gaming, Live, Premieres, and Copyright.
  • Manage the YouTube Help Forum by posting announcements, responding to highly upvoted threads, escalating bugs, and maintaining forum health/coverage.
  • Manage YouTube Contributors for your product areas, manage Contributor questions on a daily basis, and help plan hangouts, events, and trusted tester opportunities.
  • Manage Reddit engagement strategy for your product areas and pilot/launch new strategies to engage the Gaming Community, such as Discord.
  • Help with training and quality programs and sending social agent announcements. Surface insights for your product areas across platforms to internal teams and collaborate cross-functionally to drive issue resolution and product improvements.