We re Civica and we make software that helps deliver critical services for citizens all around the world From local to state government to education to health and care over 5 000 public bodies across the globe use our software to help provide critical services to over 100 million citizens Our aspiration is to be a GovTech champion everywhere we work around the globe supporting the needs of citizens and those that serve them every day Building on 21 years of continuous growth and success we re at a pivotal point on our journey to realise that aspiration As a company we re passionate about what we do and the citizens we help to serve If you too would like to help champion the use of technology in public services to improve outcomes for citizens and public sector organisations then Civica is the right place for you We will help you unlock the best version of yourself achieve growth in your career whilst making a real difference to people and communities Why you ll love this role as Community Manager at Civica The Community Manager is responsible for managing the delivery of customer-facing support content and digital engagement This includes managing the knowledge base optimising the Civica AlwaysOn customer engagement portal and fostering a vibrant online community This role is pivotal in creating a seamless self-service experience for customers Working cross-functionally with colleagues in Support Product Engineering and Marketing teams the Community Manager drives content quality platform usability and community engagement while continuously improving the customer journey through data-driven insights Own and evolve the customer support portal Civica AlwaysOn as a central hub for self-service engagement and feedback Moderate and nurture community forums ensuring timely responses and a positive tone Drive initiatives to increase portal traffic and engagement Oversee the creation curation and lifecycle of knowledge articles and FAQs Collaborate with Support Engineering and Product teams to ensure content accuracy and relevance Implement innovative methods of tagging and search optimisation strategies Act as a voice of the customer identifying pain points and opportunities for improvement identified through the community channels Monitor and report on customer sentiment portal usage and content effectiveness Partner with Support Product to close feedback loops and improve content quality Define and track metrics such as portal engagement deflection rate content helpfulness and CSAT Provide regular insights to leadership on community health and customer experience trends Requirements What you will need to be successful in this role Experience of content strategy knowledge management Experience building moderating online communities Able to encourage participation foster trust within the support community Able to translate feedback into actionable improvements Able to define track and present metrics to underpin data-driven decisions Experience using analytics to improve content community health Able to align content and community goals with broader business objectives Ensures content accuracy consistency and compliance Able to deliver high quality output in a fast-paced setting Solid understanding of customer experience principles and support workflows Passion for customer advocacy and continuous improvement Excellent communication and writing skills Data-driven mindset with experience in reporting and analytic Benefits Why you ll love working with us We know that when our people are happy they will work better and have greater work satisfaction Here s what you can expect We re all different - and we love this about us We provide an inclusive safe and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best Giving culture - we encourage you to give back with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice Flexible Work - Flexible work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues Apply for this job - Become part of something special Do you see yourself in this role If so then we would love to hear from you We are an equal opportunity employer We do not discriminate based on race religion colour national origin gender sexual orientation age marital status veteran status or disability status In fact we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it

📌 Community Manager (Gujarat)
🏢 Civica
📍 Gujarat