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Community Support Manager (English and Spanish)

San Francisco, CA | Community Support

Job Description

Calling all pop culture geeks!

Like our communities, Wikia is passionate, high-energy, and collaborative. Wikia is one of the largest Creative Commons-licensed sites in the world, as we maintain over 300,000 wikis across an impressive array of subjects, spanning all aspects of entertainment, gaming, and lifestyle. We are rated as a Quantcast Top 30, ComScore Top 100, and Nielsen Top 10 Social Media Site and are read by over 100 million unique visitors a month.

Our community support manager role is truly multi-faceted, and requires interacting with users in both English and Spanish. As the title suggests, there is the support aspect – everything from simple password resets up to resolving complicated social issues. The other part of the role is community management, where you will be harnessing the energy of our passionate community. If you have fresh ideas on how to engage the community, you will have the power to run with those ideas. You will be blogging, contributing to wikis, creating how-to videos, and collaborating with individual users and wiki owners to help them and gather feedback.

One of the most gratifying parts about this job is that you will be helping people connect with the stuff they’re passionate about. It’s the pure pursuit of keeping users happy.

Our ideal candidate is a pop culture and collaborative media junkie who is fluent in both English and Latin American Spanish (written) and excited about engaging with our fans in both languages. You thrive in a collaborative environment and love the idea of working for a startup which happens to be one of the largest online communities in the world. You are an engaging communicator not only over chat/text/email, but also in person. You are not shy about giving input and making suggestions, and have an innovative streak. You have two or more years of related experience, with a significant part of it being in client services, online customer support, or online community management. Major bonus points for experience in wiki text editing, social networking outreach, how to videos, FAQs, or user training.

Your impact will extend far beyond your own team to encompass our business as a media platform, consumer products and even technology. Our exciting fan platform is going to introduce great career challenges for you but is also coupled with a culture that emphasizes strong work life balance. For your expertise, we will offer a competitive salary, stock options, and full benefits. Our dog-friendly digs are located in San Francisco (between BART and CalTrain) and also come with a stocked pantry and gaming room, where some employees practice yoga at lunch. 

You’re a Spanish-speaking pop culture geek. We’re the largest pop culture focused community in the world.  Intrigued? Let’s start the conversation.

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