Employer: Strava
About This Role
Strava is the leading social platform for athletes and the largest sports community in the world, with US offices located in San Francisco and Denver and over 100 million athletes in 195 countries. If you sweat you’re an athlete, and Strava’s mobile apps and website connect millions of active people every day.
The role of Community Care Specialist is to help create a robust online community, through moderation, engagement and evolution of our owned digital platforms. This individual will listen to athlete sentiment, engage with comments thoughtfully and have the opportunity to surface stories and feedback from within the global Strava community.
This position will work closely with Community Management, Trust and Safety and Global Marketing teams, among others, to inform and implement policy around a variety of topics facing our community.
Strava is building a network of deeply passionate athletes that frequently share their sporting PR’s, weekend adventures, photos and product suggestions, however not all conversations online are positive. This role will work to uphold our community standards while working at the center of these conversations to show athletes that we hear them, that we care and that the changes to our product are intended to improve their experience.
This role will allow for an opportunity to work cross functionally as you work to put our community first, assuring that athletes feel heard, are protected from negative experiences on our owned channels, and are part of a respectful and empowering community.
You will be successful here by:
As a member of the community management team, you connect personally with Strava’s mission, and are proactive, inquisitive and passionate about connecting with athletes in the community. You’ll help us become a category leader at social media conversations and showcasing the human side of our brand.
As a Community Care Specialist, you can expect to be the first line of defense, which means the ideal candidate will need to maintain a “thick skin” and a professional, but neutral, stance when engaged. This person must also demonstrate impeccable judgment in difficult and ambiguous situations, knowing when and how to escalate. You’re also interested in responding to the broader issues, helping clear up any confusion and celebrating the wins. Lastly, but perhaps most importantly, you desire to advocate for others, especially throughout crisis response situations, with a passion for protecting communities.
You’re excited about this opportunity because you will:
- Actively listen and directly respond to questions and comments on our brand channels including (but not limited to) The Strava Club, Instagram, Twitter and Facebook.
- Keep a pulse on opportunities to give kudos and drive engagement! Build community within our channels by scrolling through and celebrating the wins of elite athletes & weekend warriors on the feed and in the DMs with the goal of sharing stories of interest with our Marketing and Community teams.
- Deliver timely customer service responses as set forth by our internal community guidelines while operating with a strong sense of good judgment, with the ability to recognize when brand-sensitive issues should be escalated.
- Anticipate the tough questions athletes might ask us and work collaboratively to craft thoughtful responses for campaigns, go-to-markets and anti-racism efforts.
- Reinforce community standards by proactively overseeing high traffic content conversations and acting on or responding to hate speech. Identify and raise any Terms of Service violations to the appropriate teams.
- Track sentiment on brand content for positive, neutral and negative commentary with the support and guidance of your team leader. Gathering insights, feedback and reporting to be shared with our cross functional teams.
- De-escalate situations where community standards aren’t upheld with empathy and action-oriented support.
- Identify potential areas for improvement through collaborations cross functionally with the goal of improving the product and/or our brand’s stance on various issues.
- Effectively responding to our community, and making them feel valued, is likely to involve some weekend and overtime hours work as needed.
- Respond to general assistance inquiries and help to address issues with site functionality, Strava applications, and assorted GPS data and activity issues.
- Stay informed on upcoming product changes, bugs, and updates in order to relay the most accurate information to our members.
We’re excited about you because:
- Experience in community management, support or customer service; cooling angry or frustrated users; de-escalating upset consumers; and enforcing community standards.
- Experience in advocacy or crisis response, with a passion for protecting communities including being comfortable viewing objectionable content and discussing difficult subjects clearly and calmly.
- Knowledgeable about social media platforms, emerging trends and what makes excellent brand marketing content.
- Confident writer with strong written & verbal communication skills.
- Skilled in social listening and using social care software, like Sprinklr or equivalent online community platform, to coordinate responses.
- Collaborative and willing to work with community management, brand marketing, product marketing, PR, copywriting and other cross-functional teams to align on messaging.
- High attention to detail, organized and methodical in approach. Ability to remain calm under pressure and comfortable viewing objectionable or offensive content.
- Understanding of how to engage in public spaces while simultaneously being thoughtful of user privacy.