Overview

The Community team is passionate about creating a world-class online customer support experience. We are looking for a natural relationship builder who thrives on helping others to add to our Community Engagement Team. You will be responsible for inspiring community members to engage in the largest online support community, which receives over 1 billion page views and half a million questions a year in 24 languages.

Community Engagement Specialist

You will be part of a dynamic team responsible for building relationships with our technical expert volunteers in our Spanish and Portuguese speaking markets. You’ll make connections, provide recognition, listen to and offer feedback, in order to motivate and support this group of talented individuals and meet business goals.

Responsibilities

• Nurture and motivate our growing global volunteer program through one to one and group interactions, real-time communication, and providing support and recognition to this valuable group of fans, students, and business partners.
• Drive the community support strategy to ensure a vibrant, sustainable community with high rates of customer issue resolution and customer empowerment.
• Collaborate closely other team members and volunteers to deliver and evolve a world-class experience for customers, contributors, and administrators of the Community experience.
• Build and nurture partnerships, collaborate and influence across multiple stakeholders both inside and outside.
• Identify innovation and incubation opportunities to drive large and small-scale incremental improvements to the connected customer experience on the Community.
• Summarize and report out on progress to senior leadership stakeholders to ensure that the Community value is understood and optimized.

Qualifications

Required/Minimum Qualifications
• Fluent English, Portuguese
• Experience with experimentation and innovation and excellent solution-finding skills to drive high-impact results.
• Experience building relationships across your team and managing cross-team deliverables successfully.

Preferred Qualifications
• Fluent in any other languages outside of those specified above.
• Community support and engagement (first party or social) experience.
• Volunteer management in a professional or other capacity.