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Community Specialist

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ROLE TITLE:
Community Support Specialist

DESCRIPTION:
The User Support Team at this popular video streaming company is responsible for providing help and education to hundreds of millions of users, as well as being the voice of the user to internal stakeholders to drive improvements in product. As a community support specialist you will help provide users with help and answer their questions in our English forum and on social Media. Additionally, you'll engage with our community experts and will identify, escalate and summarize key user issues which surface on our community support channels.

CORE WORK:
-Provide a timely response to users' questions in our support forum and social media channels (Twitter).
-Assess user sentiment and track sentiment change after a support interaction. Will be using Conversocial or Sprinklr (social listening tools).
-They will be manually tracking sentiment based on users receiving a response to their question on social media.
-Develop insights from the community to drive issue resolution and user engagement.
-Light forum moderation work will consist of forum health activities such as marking spam, duplicating repeat questions, and redirecting users who are in the wrong forum.

MINIMUM QUALIFICATIONS:
-BA/BS degree or equivalent practical experience (2-3 years)
-A passion for online communities and user experience.
-Experience in community / social media management, public communications and/or customer-facing operations (online sales or support).
-Ability to speak and write in English fluently and idiomatically.

PREFERRED QUALIFICATIONS
-Experience navigating complex and sensitive situations involving public communications.
-Experience running or building support programs on social media.
-Technical experience (e.g., solid understanding of product development process).
-Outstanding verbal and written communication skills.

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