Key Responsibilities and Required Skills for Assistant Community Manager

🎯 Role Definition

The Assistant Community Manager supports the Community Manager and cross-functional teams to grow, nurture, and retain a healthy and engaged member base across owned channels. This role is responsible for front-line moderation, member onboarding, content scheduling, event delivery, community reporting, and surfacing actionable feedback to product and marketing teams. The ideal candidate balances empathy and policy enforcement, uses data to inform tactics, and contributes creative ideas to boost engagement and retention.

📈 Career Progression

Typical Career Path

Entry Point From:

Community Moderator / Moderator Lead
Customer Support Representative or Community Support Specialist
Social Media Coordinator or Content Coordinator

Advancement To:

Community Manager
Senior Community Manager / Community Lead
Head of Community / Director of Community Experience

Lateral Moves:

Content Manager
Social Media Manager
Customer Success Manager

Core Responsibilities

Primary Functions

Act as the day-to-day point of contact for community members across channels (Discord, Slack, Telegram, Reddit, Facebook Groups, forums), responding to questions, triaging escalations, and maintaining a polite, helpful, and brand-aligned tone in all interactions.
Moderate community conversations proactively to enforce community guidelines, remove harmful content, resolve disputes, and escalate serious incidents to senior leadership or Trust & Safety teams when required.
Onboard new members and ambassadors with clear welcome flows, orientation messaging, and resource packs that accelerate member activation and reduce time-to-value.
Maintain and execute a community content calendar that includes discussions, AMAs, tutorials, member spotlights, and topical threads to drive consistent daily and weekly engagement.
Co-create and publish short-form content (announcements, microblogs, replies, social posts) that amplifies product updates, events, and member wins while reflecting the brand voice and SEO best practices.
Plan, promote, and operate virtual and in-person events (webinars, meetups, workshops, office hours), including speaker coordination, run-of-show logistics, registration, and post-event follow-up to maximize attendance and satisfaction.
Recruit, train, and coordinate volunteer moderators, community champions, and ambassadors; maintain contributor guidelines, recognition programs, and volunteer retention tactics.
Track community health and performance metrics (DAU/MAU, retention, sentiment, response time, churn signals), produce weekly/monthly reports, and translate insights into prioritized recommendations for product and marketing teams.
Surface qualitative insights from member conversations, support tickets, and social listening to influence product roadmaps, content strategy, and go-to-market messaging.
Design and iterate on onboarding funnels, FAQs, help articles, and community knowledge bases to reduce repetitive support requests and improve self-service adoption.
Implement and maintain moderation tooling, automations, bots, and guardrails (role setups, auto-moderation rules) to increase safety while preserving community openness.
Run A/B tests on messaging, event formats, and community nudges to validate growth and engagement hypotheses and document learnings for wider team adoption.
Support customer support and success teams by escalating product bugs, feature requests, and critical user issues; follow through to closure and communicate status updates to affected members.
Facilitate and host recurring community rituals (weekly highlights, feedback hours, product feedback sessions) to keep members informed and engaged with a predictable cadence.
Collaborate with marketing to repurpose community-generated content into social assets, newsletters, and product case studies to increase acquisition and retention.
Maintain and evolve community policies and escalation matrices in partnership with legal and compliance, ensuring transparency and fairness in enforcement actions.
Drive member retention programs, win-back campaigns, and loyalty initiatives in coordination with growth and CRM teams, using segmentation and triggered communications.
Manage small community budgets for events, swag, and ambassador incentives; track spend and demonstrate ROI through attendance and engagement KPIs.
Create and maintain reports and dashboards in tools like Google Data Studio, Amplitude, or internal BI platforms to provide stakeholders with timely, actionable community intelligence.
Support product launches and feature rollouts by coordinating early access cohorts, collecting beta feedback, and amplifying release-related conversations to build momentum.
Mentor junior community contributors and serve as a culture steward, modeling empathetic communication, inclusion, and constructive conflict resolution across all channels.

Secondary Functions

Assist with ad-hoc member research, sentiment analysis, and exploratory data summaries to inform campaign and product decisions.
Contribute to the community strategy and roadmap by proposing experiments, documenting outcomes, and aligning tactics to business goals.
Translate community and member needs into clear requirements and tickets for product, engineering, and marketing teams; participate in prioritization conversations.
Participate in sprint planning and agile ceremonies for initiatives that impact community tooling, content pipelines, or event delivery.
Maintain up-to-date documentation for community processes, runbooks, and escalation steps to support continuity and onboarding of new team members.
Support cross-functional projects such as UX research sessions, customer advisory boards, and beta program management as required.

Required Skills & Competencies

Hard Skills (Technical)

Community platform management: hands-on experience administering Discord, Slack, Telegram, Reddit, or similar platforms including role and permission setups.
Moderation tooling and automation: familiarity with bots, auto-moderation rules, and safety tools (e.g., MEE6, AutoMod, CrowdControl).
Social media and content publishing: experience creating and scheduling posts across Twitter/X, LinkedIn, Facebook, and Instagram with content calendars.
Analytics and reporting: ability to measure DAU/MAU, engagement rates, retention cohorts, and funnel metrics using tools like Google Analytics, Amplitude, Mixpanel, or Chartio.
CRM and support systems: working knowledge of Zendesk, Intercom, Front, or Help Scout for escalation handling and ticket triage.
Event platforms and webinar tools: experience with Zoom, Hopin, Eventbrite, or similar platforms to run virtual events and track registrants.
Basic copywriting and editorial skills: craft clear, concise, and persuasive announcements, guides, and help articles optimized for discoverability.
Email and newsletter tools: familiarity with Mailchimp, SendGrid, or customer marketing platforms to coordinate community communications.
Basic data literacy: ability to pull simple queries, create pivot tables, or interpret dashboards to derive actionable recommendations.
Project management tools: comfortable using Asana, Trello, Jira, or Notion to organize initiatives, content calendars, and volunteer schedules.
SEO fundamentals: understand keyword-friendly community content practices to surface community content in search and improve organic discovery.
Basic multimedia skills: ability to create / edit simple graphics or short videos (Canva, Figma, basic video editor) for posts and event promotion.

Soft Skills

Exceptional written communication and tone adaptation across public and private channels.
High emotional intelligence and empathetic listening to de-escalate conflicts and understand member needs.
Strong organizational skills and attention to detail for scheduling, follow-ups, and documentation.
Conflict resolution and moderation judgment grounded in fairness and consistent policy application.
Creative problem solving and experimentation mindset to test new engagement formats and growth tactics.
Stakeholder management and cross-functional collaboration to influence product and marketing without direct authority.
Time management and the ability to prioritize urgent member escalations alongside long-term community initiatives.
Cultural sensitivity and inclusiveness when working with a global member base.
Coaching and mentorship skills to grow volunteer moderators and junior contributors.
Resilience and adaptability to respond to fast-changing community dynamics and product pivots.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent; professional experience in community or customer-facing roles accepted in lieu of degree.

Preferred Education:

Bachelor’s degree in Communications, Marketing, Journalism, Public Relations, Human-Computer Interaction, Sociology, or a related field.

Relevant Fields of Study:

Communications
Marketing
Journalism
Human-Computer Interaction
Sociology / Anthropology
Business Administration
Psychology (helpful for moderation & behavioral insights)

Experience Requirements

Typical Experience Range:

1–4 years of hands-on experience in community moderation, social media management, customer support, or events coordination, preferably within SaaS, gaming, crypto/web3, consumer tech, or membership organizations.

Preferred:

2+ years managing active online communities across multiple platforms, demonstrable success growing engagement metrics, experience running events and managing volunteer programs, and familiarity with community analytics and tooling.