Engage directly with customers in online communities and engagement platforms
Respond to customer questions with high quality, helpful, and empathetic responses aligned
with brand and tone guidelines
Maintain community content quality by identifying solutions, improving thread clarity, and
supporting moderation standards
Support and execute initiatives that increase community participation, responsiveness, and
repeat engagement
Help onboard new members and encourage early participation through prompts, follow ups,
and engagement programs
Actively contribute to creating a welcoming, active, and scalable community environment
Monitor community discussions to identify recurring issues, bugs, and emerging trends
Escalate product issues and customer feedback using established workflows
Contribute examples and insights to internal reporting and Voice of Customer summaries
Collaborate with peers, Community Experts, and internal stakeholders to ensure consistent
coverage and experience
Use internal tools, dashboards, and AI assisted workflows to operate efficiently at scale
What You Bring 2+ years of experience engaging with users through online communities, forums, social
platforms, or customer support channels
Solid written communication skills with a customer first mindset
Ability to engage with semi complex customer issues and apply sound judgment within defined
guidelines
Attention to detail and commitment to quality, empathy, and integrity
Comfort working in operational environments with queues, metrics, and service expectations