Community Response and Engagement Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee discussions on public social platforms where WES services, timelines, evaluations, or policies are mentioned.

• Recognize high-profile legacy threads and emerging conversations that could impact customer perceptions or search outcomes.

• Monitor recurring inquiries, challenges, or misconceptions arising in community dialogues.

• Deliver clear, factual, and comprehensive responses to general inquiries about WES processes and services when appropriate.

• Rectify misinformation or outdated narratives that may lead prospective users astray.

• Ensure all responses adhere to current policies, approved messaging, and the values of the organization.

• Evaluate sensitivity and potential reputational risks before participating in discussions.

• Escalate complex, highly visible, or sensitive threads to the relevant internal stakeholders.

• Direct users to official WES documentation, FAQs, and support channels for precise and accurate assistance.

• Collaborate closely with Customer Service leadership to maintain consistency during high ticket volume periods.

• Uphold a credible, respectful, and professional presence that embodies WES’s mission and values.

⛳️ Requirements

• A Bachelor’s degree in marketing or a related field, or equivalent relevant work experience.

• 3-5 years of professional experience in online community management.

• Excellent written communication skills and sound judgment in public-facing environments.

• In-depth understanding of customer experience, digital reputation, and online community dynamics.

• Ability to balance transparency with risk management effectively.

• Comfort in collaborating across Product, Marketing, Customer Service, and Communications teams.

• High level of discretion, credibility, and sensitivity to brand trust.

• Strong alignment with WES’s mission and values, demonstrating a growth mindset.

• Experience in the education and/or non-profit sector is preferred.

• Proficiency in French is a plus.

🏝️ Benefits

• Work-Life Harmony: Prioritizing balance through flexible scheduling and generous time-off policies.

• Comprehensive wellness programs aimed at promoting well-being.

• Professional Growth and Development: Opportunities for learning and tuition reimbursement.

• Rewards and Recognition: Competitive compensation and tangible rewards for accomplishments.