Nextdoor is the neighborhood hub for you, your neighbors and the broader local community. Nextdoor’s purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Building connections in the real world is a universal human need. That truth, and the reality that neighborhoods are one of the most important and useful communities in our lives have been guiding principles for Nextdoor. Today, neighbors rely on Nextdoor in neighborhoods around the world in the United States, the United Kingdom, Germany, France, the Netherlands, Italy, Spain, Sweden, Denmark, Australia and Canada, with many more to come.

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)