❤️ Community Support Lead

Remote (US-based) or San Francisco, CA /
Operations – Community Success /
Full-time employee
Clubhouse is a new type of social product based on voice. It allows people everywhere to talk, tell stories, develop ideas, deepen friendships, and meet interesting new people around the world.

Our early users love the product and we have been featured in publications like The New York Times, Forbes, The Telegraph, TechCrunch, CNBC, and WIRED. Today, we are a small and productive team with a strong background in consumer products. We are well funded, with recent backing from top-tier VCs and many of the best angel investors from Silicon Valley and beyond. 

As we open up Clubhouse to the whole world, we are seeking to add a few extraordinary people to our growing team. If you think you would be a good fit, please let us know! 🙏

The Role

As the lead on the Community Support team, your work will ensure users receive the support they need in order to be able to focus fully on using our product. You will build systems, processes, and the team to manage support requests across inbound channels. You will build self-serve resources so users can solve their own problems in real time. You will take insights from users and help turn them into products. 

In this role, you will report to our Head of Operations, Dan Ashton, and will work closely with a cross-functional team. During the pandemic, we are working remotely. This role will be open to both local and US-based, remote candidates. We will have an office in San Francisco when we are able to safely reopen our office for those who prefer to work in person.  

Who you are

You love our users. Whether you’ve been a support lead at a consumer tech company or excelled in another fast-paced operational leadership role, you’ve had experience prioritizing users and fighting for surprise and delight. You love making users happy.

You’re a systems-thinker and a strong communicator. You can learn new systems, frameworks, and processes quickly. You can eliminate problems for users and not let them linger. You solve problems methodically, and value accuracy, consistency, and fairness. You’re a strong written communicator; you can capture the essence of complex situations fast and communicate with sensitivity.

You bias towards action. You favor practical choices, speed, and a respect for sequencing. You focus on the things that matter and push back on things that don’t. You make deadlines for yourself and you move fast.

You’re an inspiring leader. You are excellent at building teams, coaching individuals, and helping them perform, while building a positive and high-trust culture that allows people to do the best work of their career. 

You’re scrappy and entrepreneurial. You thrive in fast-paced environments and are comfortable with not knowing the answer to something. You are willing to roll up your sleeves no matter what the challenge is.

You take pride in what you do. You care deeply about your work. If something seems off, you come up with a good solution and fix it without being asked to do so. You’re proactive with suggestions and people know they can count on you to get things done.

You enjoy your work. You love what you do, think about it in your free time, and often find yourself building at strange hours—not because you feel you have to, but because you’re so excited to create something big for the world. Your favorite thing to do is to take on a huge challenge and pull it off.

You care about doing the right thing. You value diversity and go out of your way to ensure others feel welcome. You enjoy hanging out with your teammates, have a low-ego, and make the workplace more fun for everyone.

What you will do

In this role, you will play a key part in scaling our Community Support efforts and improving Community Health globally. On any given day, you might be building new systems, handling high-touch issues with high profile users, coaching teammates, diagnosing metrics and finding ways to improve them, or working alongside our engineering teams to shape our products. 

You’ll grow and improve rapidly. At Clubhouse you’ll be working with an incredible team, who love to learn from and teach each other. You’ll find yourself stretching to new areas, immersed in feedback, challenged by your teammates, and growing your skills on a daily basis.

You’ll be an owner. We believe in hiring amazing people and giving them as much responsibility as they can handle. Whether you’re working with the trust and safety team to address a user concern or proposing a process change to delight users, we will trust your judgment, give you autonomy, and always have your back.

You’ll create something meaningful. Social products allow people to connect in ways that were never before possible. When the telephone was invented, it suddenly allowed people to speak with others across the world. Thanks to FaceTime, grandparents everywhere can now watch their grandchildren grow up. At Clubhouse, you’ll be figuring out something entirely new for the world—a positive product that brings people’s voices together for deep and meaningful conversations, creates new relationships, builds empathy across cultures, entertains people, and helps people develop ideas that change the course of their lives.
As an early team member at Clubhouse you will be a critical voice and have significant influence over the direction of the company. We will compensate you well, invest deeply in your development, and ensure this is the single best work experience of your life. If you think you might be a good fit for our team, we’d love to hear from you!