Senior Community Specialist

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

📋 Description

• Take ownership and implement content calendars for customer community groups.

• Identify and create content across customer communities and editorial calendars.

• Oversee and manage escalations within customer communities and social media channels.

• Detect and bridge gaps between isolated community initiatives.

• Disseminate insights, playbooks, and best practices across various brands.

• Monitor customer inquiries, issues, and suggestions, and relay them to the relevant teams.

• Foster brand identity and customer trust through communication on community platforms.

• Track online discussions among trade services professionals for relevant topics, trends, and risks.

• Work collaboratively with stakeholders to address customer concerns and escalate when necessary.

• Capture, analyze, and share insights with internal stakeholders.

• Enhance internal processes and ensure consistent customer experiences.

• Utilize monitoring and analytics tools to align community activities with organizational goals.

• Keep abreast of product and industry knowledge across brands.

• Implement community guidelines and suggest updates as needed.

• Oversee daily execution, content sourcing, and employee enablement for the Employee Advocacy program.

• Regularly retrieve employee advocacy performance metrics.

• Collaborate with stakeholders to enhance employee engagement and brand ambassadorship.

• Analyze engagement metrics and employee feedback to improve the program.

• Provide peer coaching to junior team members as necessary.

⛳️ Requirements

• 5+ years of experience in social media, community management, customer service, support, or marketing.

• Ability to work across multiple brands, products, or audiences while paying attention to detail.

• Experience in running or contributing to an employee advocacy or ambassador program.

• Familiarity with community platforms, page and group management, and content calendar oversight.

• Experience with Gainsight is strongly preferred.

• Knowledge of Salesforce and Tableau.

• Capacity to build networks and foster relationships and partnerships across teams and brands.

• Excellent listening skills and empathy.

• Strong verbal and written communication skills.

• Data-driven approach to collecting, synthesizing, and acting on community and social data.

• Ability to prepare and present regular reports on engagement, sentiment, and program performance to senior leadership.

• Flexibility to handle diverse responsibilities.

• Enthusiasm for a dynamic, fast-paced, and evolving work environment.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training.

• Programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-sponsored medical, dental, and vision insurance.

• 100% employer-paid options and 90% dependent coverage.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support.

• Up to $20k in fertility services, including IUI and IVF.

• Reimbursement for surrogacy and adoption.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping through Maven Milk.

• Pet insurance.

• Legal advisory services.

• Financial planning tools.

• Annual bonus.

• Equity.