Team Lead Community Manager

#vacancy #remote #Poland

We are looking for 🔥Team Lead Community Manager 🔥

🖇Requirements:
- Experience in the iGaming / Gambling / Betting industry — 2+ years;
- Leadership role in Community / Social Media — 3+ years;
- Managing a remote team (7+ people);
- Telegram / Instagram as a work environment: DAU, MAU, ER, engagement;
- English — Upper-Intermediate or higher;
- Proficiency with BI dashboards and community quality metrics;
- Understanding of SLA as an operational tool: speed, completeness, tone;
- Knowledge of modern community-building practices: mechanics, moderation, gamification.

➕Will be plus:
- Experience at the intersection of community and product/marketing management;
- Deep understanding of business metrics: LTV, Churn Rate, CPA;
- Certifications: CSM, PSPO, PMI-ACP;
- Experience integrating CRM with chats and analytics — ensuring transparent tracking of requests and communication quality.

🖇Responsibilities:
- Managing a team of local Community Managers (~8): task setting, syncs, and development through mentoring;
- Developing strategies and content plans for Telegram and Instagram chats;
- Analyzing and optimizing content strategy;
- Establishing communication standards: Tone of Voice, SLA, response structure;
- Synchronizing with SMM and content teams: sharing insights, ideas, and user triggers;
- Implementing gamification mechanics, automation, and moderation tools;
- Preparing regular Community Quality reports: monthly, quarterly, by GEO;
- Managing SLA metrics via CRM, Tableau, and custom AI bots: response time, sentiment, processing status, etc.

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