Online Community Manager
Role title: Online Community Manager
Also known as
Relevant professions:
Summary statement: Provides an interactive environment in which users, customers and colleagues can collaborate together.
Mission: 
  • Create and maintain such collaborative applications as wikis and forums in order to foster a sense of community surrounding the enterprise.

  • Work in tandem with Customer Support and/or Hotline Operators to provide support and knowledge sharing for the issue ticketing system.
Deliverables: AccountableResponsibleContributor
  • Wiki

  • Forum

  • Internet Chat

  • Ticketing System

  • External email accounts (user support, questions, etc)

  • Social networks

  • The ability for customers and users to quickly and effectively resolve issues and questions, and to provide a feedback mechanism for the enterprise.


  • Infrastructure planning

  • Hotline Operator support

Main task/s:
  • Provide collaboration tools

  • Respond to incoming requests and questions

  • Follow-up customer and user requests

  • Moderation of forums

  • Management of ticketing system

Environment: Usually works in tandem with infrastructure and internal development teams. Spends much of their time online, validating the effectiveness of the collaboration tools.
Promotes a positive group spirit based on mutual help.
KPI’s:
  • Customer satisfaction.

  • Number of outstanding emails / tickets.

  • Rate of email / ticket closure.

  • Level of forum and social network activity.