Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.
The Community Manager at Tripleseat is responsible for building and nurturing an engaged and active community around Tripleseat’s products. This role engages with customers and users across various platforms—including forums, social media, and events—to drive product adoption, foster brand loyalty, and create a collaborative environment. This role bridges Tripleseat and its community, ensuring that feedback is heard, questions are answered, and the community derives significant value from engagement.
Location: This position is open to remote candidates eligible to work in the United States. If the ideal candidate is near our Concord, MA, office, a hybrid work schedule will be offered.
Travel Expectations: If the ideal candidate is located outside the Concord, MA area, they will be required to complete initial onboarding at our Concord, MA office, followed by quarterly in-office visits and travel for company and community events.
Core Responsibilities:
Community Engagement
- Act as the primary contact for community interactions across social media, forums, blogs, and other digital platforms.
- Build and maintain relationships with key community members, customers, and influencers.
- Monitor conversations to identify trends, sentiments, and feedback.
- Respond promptly to community inquiries with accurate information on product updates, features, and company initiatives.
Community Growth
- Develop and execute strategies to grow community membership and increase engagement.
- Identify and create opportunities for community interaction, such as webinars, user-generated content initiatives, and meetups.
Customer Success Collaboration
- Partner with the Customer Success team to enhance customer engagement and drive feature adoption through community-building tactics.
Content Development
- Collaborate with the content team to create informative and engaging content (e.g., blog posts, guides, FAQs, tutorials).
- Ensure content aligns with marketing, product, and support messaging to foster user engagement.
User Advocacy & Feedback
- Act as an advocate for the user community within Tripleseat, communicating user needs, suggestions, and concerns to internal teams.
- Conduct surveys and gather feedback to share with product teams, ensuring customer input is incorporated into product development.
Event Planning & Participation
- Work with the Events Manager to plan and execute webinars, user group meetings, and product workshops that add value to the community.
- Represent Tripleseat at industry events, conferences, and trade shows to enhance brand visibility and attract new community members.
Moderation & Conflict Resolution
- Oversee and moderate online discussions, enforcing community guidelines and fostering a respectful, positive environment.
- Address and resolve conflicts or negative interactions within the community diplomatically and professionally.
Other related duties as assigned.
Knowledge, Skills, and Abilities Required:
- Communication: Exceptional written and verbal communication skills.
- Problem-Solving: Strong conflict resolution and mediation skills to handle community disputes.
- Analytical Thinking: Ability to analyze community engagement metrics and implement data-driven strategies for improvement.
- Technical Proficiency: Familiarity with CRM tools, social media platforms, and community engagement software.
- Industry Knowledge: Passion for technology and software products, with a solid understanding of the SaaS industry.
- Adaptability: Ability to manage multiple tasks and adapt to shifting priorities.
- Values Alignment: A customer-focused attitude and the ability to build rapport across teams.
Preferred Experience:
- Experience: 3 years of experience in community management, social media management, or customer success, ideally in a tech or software company.
- Software Experience: Familiarity with SaaS or tech-based community management.
- Product Marketing: Background in product marketing to support community and content initiatives.
- Email Marketing: Experience in managing email campaigns and customer communications.
- Engagement Expertise: Proven track record in building and managing online communities and driving meaningful interactions.
Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:
- Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
- Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
- 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.
- Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
- Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
- Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.
At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.
