Global Community Specialist
| Company | Gen |
|---|---|
| Location | Tempe, AZ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- A deep understanding of major social platforms and how tone, timing, and messaging affect community perception.
- Excellent writing and interpersonal skills—you’re sharp, warm, and know how to keep a conversation on-brand.
- A curious, proactive mindset—you keep an eye on emerging trends, customer behavior, and evolving tools.
- Comfortable working with tools like Sprout or similar for social monitoring and response.
- Experience collaborating with cross-functional teams including marketing, product, and customer support.
- Ability to analyze and interpret metrics, identify trends, generate actionable insights, and drive data-informed decision-making.
Responsibilities
- Help contribute to and execute our global community response strategy across social platforms, review sites, and e-tail channels.
- Engage directly with community members by monitoring and responding to online comments, reviews, messages, and inquiries, resolving concerns, and sparking advocacy with every interaction.
- Write thoughtful, on-brand responses and contribute to playbooks, tone guidelines, and FAQs.
- Support real-time response during high-volume moments and crisis situations with speed and clarity.
- Use GenAI tools and automation to expand the reach and efficiency of our social care—enabling a lean team to operate with the scale and precision of a much larger one.
- Collaborate with internal teams to understand strategic priorities across campaigns and content.
- Work cross-functionally with Customer Service, Product, and Customer Success teams to ensure community insights don’t just stay in social, but help improve the product, clarify communications, and enhance support experiences.
- Monitor sentiment and real-time trends to identify emerging issues, customer needs, and brand-building opportunities.
- Use social listening tools and dashboards to deliver insights that improve customer experiences and sentiment.
Preferred Qualifications
- 5+ years experience in social media, community building, consumer brand experience, or other global marketing roles.
- BA degree in Communications, Marketing, Social Media or other related discipline preferred.