Community Manager

About the Company Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com , Intuit, Hopper , Skyscanner , Ryanair , Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon , Flipkart , eBay , Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover , our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities. Our People are Bold, Authentic, Purposeful and Inspired Our People are not Perfect, Traditional, Complacent or Cautious About the Role As a Community Manager on our Marketing Team, you will be the voice, ears, and heartbeat of Cover Genius across our digital landscape. As a Specialist-level hire, you have a proven track record of managing brand channels, but you are also ready to take the training wheels off. You won’t just be scheduling posts; you will actively shape our community strategy, optimize our platform presence, and bridge the gap between our marketing and Customer Success (CS) teams. If you know how to turn a Reddit thread into a positive brand moment, craft a LinkedIn post into an engaging story for the market, optimize a G2 profile for maximum impact, and handle sensitive customer inquiries with empathy and tact, we want to talk to you. You'll also spend part of your time partnering with our Talent team, owning our Glassdoor presence and helping shape the social calendar and strategy for employer brand and recruitment marketing content. Key Responsibilities Organic Social Media & Brand Voice Channel Ownership: Manage day-to-day operations and publishing across core channels (LinkedIn, X, Facebook, Instagram, Glassdoor). Community Engagement: Proactively monitor comments, mentions, and DMs to foster active, brand-aligned conversations with followers and industry peers. Customer Experience & Incident Triage First-Line Support: Act as the primary point of contact for customer inquiries and complaints on social channels. Cross-Functional Escalation: Partner with the Customer Success team to quickly resolve customer issues, and collaborate with the Communications team to triage potential PR risks. Platform Optimization & Reputation Management Review Moderation: Monitor and engage on peer-review and community platforms like Reddit, TrustRadius, and G2. Profile Enrichment: Continually audit and update profiles to keep visual branding, messaging, and our value proposition consistent and cutting-edge. Strategy, Growth & Analytics Audience Growth: Execute data-driven strategies to expand our reach, improve engagement rates, and leverage new formats or platforms. Performance Tracking: Analyze and report monthly on community growth metrics, sentiment, and response times to optimize performance. Talent Brand & Employer Reputation Glassdoor & Review Strategy: Manage the Glassdoor profile, coordinate with the Talent team on sensitive reviews, and track rating trends. Recruitment Marketing: Partner with the Talent team to build a recruitment content calendar (employee spotlights, culture content, open roles) and drive employee advocacy initiatives. What you will bring: Experience: 3-5 years in community management or social media marketing, ideally within B2B tech, SaaS, or InsurTech/FinTech. Platform Expertise: Hands-on experience managing brand accounts across LinkedIn, X, Facebook, and Instagram, plus familiarity with Reddit, G2, and TrustRadius. Communication Skills: Exceptional copywriting and editing skills with the ability to write empathetically and maintain a consistent brand voice. Cross-Functional Collaboration: Proven experience partnering with Customer Success or Support teams to smoothly resolve customer issues. Tool Proficiency: Familiarity with social media management and listening tools (e.g., Sprout Social, Hootsuite, HubSpot). Employer Branding (Plus): Prior exposure to recruitment marketing, employee advocacy, or Glassdoor management is highly valued. Education & Location: Bachelor’s degree in Marketing, Communications, or a related field; must be based in or willing to commute to our San Francisco office. What you will have: Crisis & Problem Solving: Exceptional judgment and resourcefulness to diagnose community issues on the fly and implement swift solutions before they become PR risks. Empathetic Communication: Ability to navigate sensitive customer complaints with patience and tact, turning frustrated users into brand advocates. Cross-Functional Collaboration: A natural bridge-builder who can seamlessly align Marketing, Customer Success, and Talent teams to ensure a unified brand experience. Trend Awareness: A curious, adaptable mindset with a constant pulse on internet culture, emerging platforms, and digital trends. Why Cover Genius? Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean? Flexible Hybrid Model: Work from home on Wednesdays and Thursdays, and collaborate in the office Monday, Tuesday, and Friday, with flexible start and finish times. Work from Anywhere: The opportunity to work out of any of our global offices for up to 4 weeks a year. Employee Stock Options: Share in our success with equity ownership rewards. CG Gives Program: Turn peer recognition into real philanthropic impact through our unique rewards system. Vibrant Culture: Join a passionate team with active social initiatives- pictures speak a thousand words! Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat! * Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.