Lead Community Manager

Published date Posted on RemotiveIO on Nov 18, 2022 (19 d ago)

Categories score:
customer-support (2) custom+support (2)
About Hero Journey Club:

Hero Journey Club (www.herojourney.club) provides community-based mental health support inside of virtual gathering spaces to address loneliness and mental health for young adults (aged 15-35). We host weekly group sessions inside of video games like Minecraft to meet members where they already spend time, facilitated by trained therapists with expertise in evidence-based care.

We are building the social scaffolding to improve the emotional/mental health of every community. We are creating the infrastructure for modern communities to improve mental wellbeing through connection and belonging; the next generation of mental health tools, for the next generation. You can read more in our manifesto.

Our mission is our impact: Make mental health more accessible and more personalized, anchoring on community support rather than individual brokenness.

Come craft the future of mental health & wellbeing with us and literally save lives trailblazers, empaths, and pioneers wanted.


Hero Journey Club is searching for a hands-on and experienced Community Manager, responsible for guiding the growth strategy and development for our community including support, engagement, and growth. Reporting to the Cofounder/CEO, you will manage our discord community and customer service channels.

This role is both a creator and operator for managing our community by responding to questions from potential Journeyers through our customer support channels, and organizing community events in our discord to engage/retain our members. You will be building the processes behind how we support and moderate our community, and be comfortable with designing scalable engagement solutions with trust & safety at the core of your decision making.

You should love community-building and have a knack for developing online relationships. You will also be responsible for developing engaging community events, resources, and tools for our discord community and will work with our team of moderators to ensure a safe and supportive healing environment.

You will be joining a lean team, and this role will have a lot of autonomy-- you should be a self-starter and be capable of self-directed work. This role will be impactful to our ever-growing community - reinventing what a community is at the heart of mental health and gaming. This role is highly visible in the organization, working with the founders and interfacing with the executive team across marketing and communications, customer service, product, and clinical. We hope to attract someone not only with executive presence but with a track record of scaling impact and measuring results.

Your day-to-day responsibilities:
  • Foster and grow our warm, engaging, supportive community in discord by organizing community events, incorporating their feedback/ideas for improvement, and finding ways for them to be evangelists for HJC

  • Work with our Social Media team to help set the right tone of voice across campaigns that our community will naturally recognise & respond to

  • Create the playbook to scale community events, increase engagement, and drive repeat attendance

  • Develop our moderator program and manage mod activities in the discord to protect the safety of our members and cultivate a safe space authentic sharing

  • Identify and nurture relationships with organic brand advocates/influencers in the gaming community

  • Provide a high level of responsiveness to clients across our customer support channels, and within our discord community (i.e. respond very quickly to messages comments in our social channels and via our intercom website bot)

  • Be the voice of our community, and create a streamlined way of sharing feedback internally

  • Collaborate across the team (e.g. Design, Clinical, Product) to build high-impact campaigns for community growth and retention

  • Develop key performance indicators for strong community engagement, set goals and report performance against goals

  • Develop initial policies and work with the moderators on best practise to enforce these

You will be ideal for the role if this sounds like you:
  • Community Builder: You are a community builder at heart and are passionate about fostering online groups/spaces for healing, connection, and belonging. Youre great at bringing people together, encouraging them to grow into their best selves, and creating shared purpose/meaning

  • Strong Communicator: Exceptional interpersonal skills, and excellent verbal and written communication skills, particularly in online and text-based communities. Customer service experience is a plus

  • Bonafide Gamer: You are steeped in the gaming culture and ecosystem, are a gamer, understand the things that engage young adult gamers (13-35 y/o), and can create dank mental health gaming memes

  • Entrepreneurial: You excel in a remote-first, fast-moving startup environment, are a fast-learner with high intellectual curiosity, are a self-directed teammate with amazing organizational skills, and are resourceful (able to do more with less). A no task is too small attitude

  • Outcomes-Driven: You like the thrill of pushing forward with progress, are willing to roll up your sleeves to work hard and grow a ton, and are great at getting things done

  • Mission-Obsessed: You have a personal connection to our mission and want to expand access to mental health in a community-first model

  • Organized and data-driven: Detail-oriented and hyper-organized, you have a system to keep track of anything and everything. Strong analytical and problem solving skills. Strategic thinker, who can build thoughtful, data and insight driven plans

  • Cultivates Wholeness: You bring your authentic self to work and promote the wellbeing of team and peers

Right to work

Were a fully remote company, well hire you from anywhere in the US. At the moment, we are not able to sponsor any visa or relocation.

We are an equal opportunity employer!

Hero Journey Club is proud to be an equal opportunity employer (EEO). We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability (including gender dysphoria and similar gender-related conditions), sex, gender identity or expression, sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality, and asexuality), veteran status, military status, domestic violence victim status, reproductive health decision making or any other protected category.

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