SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 86,600 - 139,000 / annual
ServiceTitan is the leading cloud-based software platform for the trades, serving contractors in HVAC, plumbing, landscaping, pest control, and related industries. The company operates a portfolio of brands including ServiceTitan, Aspire, and FieldRoutes.
The Senior Community Specialist will be a key player in developing and executing customer community strategies across ServiceTitan's brand portfolio, while also managing the company-wide Employee Advocacy program. This role goes beyond single-platform moderation to support the Manager of Customer Community in building unified community plans across brands while respecting the nuances of each customer base.
Key responsibilities include:
**Community Management & Strategy Execution**
- Own content calendars for customer community groups across brands, executing and adapting the team's overall strategy for each platform
- Source and develop content across all customer communities, feeding editorial calendars
- Monitor and route escalations across customer communities and social channels, prioritizing by severity and cross-functional impact
- Identify and close gaps between previously siloed community efforts, sharing learnings, playbooks, and best practices
- Track customer questions, issues, and recommendations across brands and communicate them to appropriate teams
- Build brand personality and customer trust through regular one and two-way communication
- Monitor relevant online conversations among trade services professionals to identify key topics, trends, and risks
- Collaborate proactively with stakeholders to resolve customer issues and escalate as needed
- Capture and analyze insights, regularly sharing learnings with internal stakeholders
- Continuously improve internal processes to ensure consistent customer experience across brands
- Leverage monitoring and analytics tools to align community activity with company goals
- Maintain high product and industry knowledge across brands
- Apply and recommend updates to community guidelines as dynamics evolve
**Employee Advocacy Program**
- Manage day-to-day execution, content sourcing, and employee enablement of the Employee Advocacy program end-to-end
- Pull and analyze performance data on a regular cadence
- Partner with internal stakeholders to grow employee participation and turn employees into authentic brand ambassadors
- Analyze engagement data and employee feedback to surface insights and shape program refinements
**Requirements:**
- 5+ years of experience in social media, community management, customer service, support, or marketing
- Demonstrated ability to operate across multiple brands, products, or audiences without losing attention to nuance
- Experience running or contributing to an employee advocacy or ambassador-style program
- Familiarity with community platforms, page and group management, and content calendar management; experience with Gainsight strongly preferred
- Familiarity with Salesforce and Tableau
- Ability to build networks and develop genuine relationships and partnerships across teams and brands
- Exceptional listening skills and ability to empathize
- Strong communication skills with ability to foster engagement and interaction
- Data-driven mindset with ability to collect, synthesize, and act on community and social data
- Comfortable building and presenting regular reporting on engagement, sentiment, and program performance to leadership
- Flexibility to wear multiple hats
- Passion for working in an entrepreneurial, fast-paced, and evolving environment
