Community Operations Lead

Palo Alto, CA

Step is a next-generation financial services company building the best banking experience to help teens and young adults achieve financial independence and knowledge at an earlier age. Step’s mission is to create a bank that gives you the tools to become smarter with your money and reward you along your financial journey. Step is a well-funded Series B company focused on disrupting banking through a differentiated mobile-first consumer experience. The founding team has an extensive background in FinTech and building successful consumer products and brands. If you’re looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you.

The Role

Step is looking for a community operations visionary to lead the strategic development and scaling of our community engagement efforts across internal and external channels. This person will be a founding member of our Community Operations Team and instrumental in our efforts across growth and retention. You’ll intersect with the Growth, Social, Support, and Communications teams to ensure all initiatives are aligned with company goals and structured to deliver regular data-driven results.

We are looking for someone who thrives in a fast-paced environment, is an analytical problem solver, and is excited at the opportunity to engage with Gen Z. Previous experience will include social support and multi-channel communications planning, using data to identify cultural insights to build compelling strategies to improve brand affinity.

Responsibilities

  • Design, execute, and scale the company’s community strategy, with a view to developing a team of community managers in the future
  • Lead the execution of the day-to-day content strategy for Step Squad, our ambassador program
  • Identify growth initiatives, synthesize trends in the ecosystem and leverage insights from the community
  • Work closely with the Growth Team to inform spend and content efforts
  • Design a strategy to improve Step Squad engagement
  • Develop and own all analytics associated with your efforts, regularly sharing with the broader team
  • Engage with Step users and potential customers across all owned social media platforms
  • Develop a user-generated content strategy that showcases our users’ experiences with Step
  • Respond to app reviews and customer complaints on social media, partnering with support teams to assist with resolving customer inquiries and identify potential issues that require escalation
  • Become an expert on Gen Z

About You

  • 5+ years experience managing community or social marketing operations
  • A track record of building and scaling engagement efforts amongst a community of users
  • Able to manage highly interdependent, complex projects and keep various work streams on track
  • Team-oriented mindset and the ability to work with a wide range of individuals
  • Self-starter and able to work autonomously
  • Exceptional critical thinking, problem-solving, decision-making and communication skills
  • Naturally curious and willing to take measured risks 
  • Thrive in a self-starter, fast-paced and changing environment
  • Experience with Intercom and Looker is a plus

Working at Step

  • Competitive salary based on experience, with full medical and dental benefits
  • Stock in an early-stage startup that is growing
  • Flexible WFH and vacation policy
  • Free daily lunches
  • Free snacks & drinks 
  • Monthly team events outside the office
  • Monthly stipend for commuter benefits and card testing
  • 401K plan
  • Office located next to Caltrain station

The team

Step was founded by financial industry veterans CJ MacDonald and Alexey Kalinichenko to provide teens and their families with financial tools for today’s modern-day banking needs and to promote financial literacy for the future. The founding team has 50+ years in combined financial technology experience across companies like Gyft, First Data, Square and Google.

About the team