Senior Community Specialist

ServiceTitan is the leading software platform built to power the trades. Our cloud-based, end-to-end solution gives contractors the tools they need to run and grow their business, from customer acquisition to project completion, and everything in between. Our family of brands, including ServiceTitan, Aspire, and FieldRoutes, serves businesses across the trades, from HVAC and plumbing to landscaping and pest control. We're looking for someone who can help us build a unified, best-in-class customer community experience across this portfolio.

The Senior Community Specialist will serve as a key player in developing our ServiceTitan, Aspire, and FieldRoutes customer community groups, as well as supporting and executing our Employee Advocacy program company-wide. This role moves beyond single-platform moderation to support the Manager, Customer Community in building and executing community plans across brands. This ensures consistency, shared learnings, and a unified voice, while respecting the nuances of each customer base. Our Community team is seeking someone who has deep community management experience, strong execution instincts, and a data-driven approach to engagement and strategy. This person will translate the larger Community team strategy into action across each community and Employee Advocacy, ensuring their work ladders directly to the team's broader goals while providing peer coaching as needed to junior team members.

Community & Cross-Functional Collaboration Own the content calendars for customer community groups, executing and adapting the team’s overall strategy for each Source and develop content across all customer communities, feeding the calendars you own and other existing editorial calendars Monitor and route escalations across our customer communities and other social channels, prioritizing based on severity and cross-functional impact Identify and close gaps between previously siloed community efforts, sharing learnings, playbooks, and best practices across brands Diligently track customer questions, issues, and recommendations across brands and communicate them to the appropriate teams Build brand personality and customer trust through regular one and two-way communication across our community platforms Monitor relevant online conversations among trade services professionals to identify key topics, trends, and risks across the portfolio Proactively collaborate with stakeholders across the organization to resolve customer issues in a timely manner and escalate as needed Capture and analyze insights and learnings, and regularly share them with internal stakeholders to drive awareness and action Continuously improve internal processes, identifying opportunities that contribute to a first-class, consistent customer experience across brands Leverage monitoring and analytics tools to align community activity with company goals Maintain a high level of product and industry knowledge across our brands Apply community guidelines and recommend updates to leadership as community dynamics evolve to ensure a positive and safe environment across our communities Employee Advocacy Manage the day-to-day execution, content sourcing, and employee enablement of our Employee Advocacy program end-to-end, pulling performance data on a regular cadence.  Partner with internal stakeholders to grow employee participation and turn employees into authentic brand ambassadors Analyze engagement data and employee feedback to surface insights, working with the Manager, Customer Community to ensure alignment with broader team strategy and shape ongoing refinements to the program What You'll Bring: 5+ years of experience in social media, community management, customer service, support, or marketing Demonstrated ability to operate across multiple brands, products, or audiences without losing attention to nuance Experience running or contributing to an employee advocacy or