Community Response & Engagement Specialist

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

📋 Description

• Oversee discussions on public social platforms that mention WES services, timelines, evaluations, or policies.

• Detect high-profile legacy threads and emerging conversations that could affect customer perception or search results.

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

• Ensure that all replies adhere to current policies, approved messaging, and the organization's core values.

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

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

• Work in close collaboration with the Customer Service leadership team.

⛳️ Requirements

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

• 3-5 years of professional experience in managing online communities.

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

• Profound understanding of customer experience, digital reputation, and the dynamics of online communities.

• Capability to balance transparency with risk management.

• Ability to work comfortably with Product, Marketing, Customer Service, and Communications teams.

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

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

• Preferred experience in the education and/or non-profit sector.

• Proficiency in French.

🏝️ Benefits

• Employee-centric working environment.

• Access to various learning opportunities.

• Opportunities for professional development.

• Flexible work arrangements.

• Generous time-off policies.

• Comprehensive wellness initiatives.