Community Response, 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.

• Identify prominent legacy threads and emerging conversations that may impact customer perception or search outcomes.

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

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

• Rectify misinformation or outdated narratives that could significantly mislead potential users.

• Ensure that all responses are consistent with current policies, approved messaging, and organizational values.

• Evaluate sensitivity and potential reputational risks prior to engaging in discussions.

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

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

• Work closely with Customer Service leadership.

⛳️ Requirements

• Bachelor’s degree in marketing or a related discipline, 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 situations.

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

• Capability to balance transparency with risk management.

• 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 sectors.

• Proficiency in French.

🏝️ Benefits

• Options for remote work.

• Flexible working hours.

• Generous leave policies.

• Comprehensive wellness initiatives.

• Opportunities for professional development.

• Tuition reimbursement programs.