Community Experience – Engagement Specialist

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Conduct daily moderation of community interactions, including discussions, inquiries, comments, and user-generated content.

• Oversee unresolved questions and facilitate internal escalations to the relevant subject matter experts.

• Recognize recurring customer challenges and emerging discussion patterns.

• Identify issues related to navigation, search functionality, discoverability, and usability that impact customer success.

• Analyze user behavior, engagement metrics, and customer journeys to pinpoint friction points.

• Assist in usability testing and validation processes for proposed enhancements.

• Generate recommendations aimed at enhancing customer journeys, engagement, and self-service efficiency.

• Aid in the implementation and adoption of AI-assisted features within Community4U.

• Work collaboratively with Customer Success, Support, Product, and Digital Customer Experience teams.

• Contribute to the ongoing improvement of the platform, customer engagement, self-service success, and overall customer satisfaction.

⛳️ Requirements

• 1-2 years of experience in Community Management, Customer Experience, Customer Success, Digital Engagement, or a related field.

• Proven track record of independently managing customer-facing programs or digital communities.

• Valued experience in moderating online communities, forums, knowledge-sharing platforms, or customer engagement channels.

• Strong grasp of customer experience principles and best practices in digital self-service is highly regarded.

• Practical experience with community platforms, customer success systems, analytics tools, or similar technologies is advantageous.

• Experience in identifying and analyzing customer feedback, behavior trends, and usability issues.

• Capability to convert customer insights and observations into actionable improvement recommendations.

• Genuine interest in AI-driven tools or automation functionalities.

• Excellent communication skills with the ability to collaborate across diverse functional teams.

• A strong passion for customer advocacy, digital experiences, and continuous enhancement.

🏝️ Benefits

• Flexible Leave Paid Time Off policy.

• Opportunities for remote work.

• Global Wellbeing Days.

• Growth opportunities, along with tools and guidance.

• Access to talented colleagues, role models, and mentors.

• Participation in Employee Resource Groups.

• A safe and inclusive working environment.

• Engagement in sustainability initiatives through the Environmental, Social, and Governance strategy and Act4Good program.