Community Response and Engagement Specialist

Stellenbeschreibung:

Monitor public social platform discussions related to WES services
Identify high visibility legacy threads and emerging discussions
Track recurring questions or misunderstandings in community conversations
Provide clear, factual responses to general questions about WES processes
Correct misinformation or outdated narratives about WES
Assess sensitivity and reputational risk before engaging in discussions
Guide users toward official WES documentation and support channels
Collaborate closely with Customer Service leadership to ensure alignment
Maintain a credible, respectful, and professional presence representing WES

Requirements

Bachelor’s degree in marketing or a related field or equivalent relevant work experience
3-5 years professional experience in online community management
Strong written communication and judgment in public facing environments
Deep understanding of customer experience, digital reputation, and online community dynamics
Comfort working across Product, Marketing, Customer Service, and Communications teams
High discretion, credibility, and sensitivity to brand trust
Strong alignment with WES mission and values and demonstrates a growth mindset
French-speaker (desired)

Core Competencies

Demonstrates expertise in online community management, with a strong focus on customer experience and digital reputation. Capable of providing clear communication and guidance while maintaining a professional presence in public discussions.