About the job
Position: Community Customer Experience Specialist
Reports to: Senior Community Manager
Location: Remote (EST Time Zone)
Employment Type: Full-Time
Type of contract: Independent contractor
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Role Overview:
As a Community CX Specialist, you will provide outstanding daily support to our most enthusiastic brand ambassadors. You will be the face of our brand by overseeing daily communications, guiding newcomers through the ambassador program, resolving inquiries with speed and empathy, and ensuring our community feels appreciated, recognized, and celebrated.
This position blends community engagement with customer experience operations. You will foster genuine human connections while applying operational excellence, managing a high volume of inquiries, upholding program quality, and presenting community insights that influence our strategic direction.
Key Responsibilities:
- Ambassador Experience: Provide exceptional support and communication to ensure every ambassador feels valued and connected to our brand.
- Onboarding Excellence: Guide new ambassadors through the onboarding process with clarity, warmth, and enthusiasm.
- Operational Efficiency: Develop and maintain robust internal documentation, processes, and response systems for quick and consistent communication on a large scale.
- Program Quality: Assist in application reviews, content moderation, and community sentiment analysis to maintain the strategic integrity and inclusiveness of the ambassador program.
- Insight Generation: Identify trends, frequently asked questions, and community feedback to help shape future program strategies and content.
Core Duties:
- Daily Community Communication: Act as the primary contact for brand ambassadors, responding to inquiries via email, platform inboxes, and social media. Troubleshoot issues and questions with empathy, escalating when necessary. Ensure all communication reflects a warm and human tone.
- Onboarding & Program Support: Assist new ambassadors in the application and onboarding process for a seamless experience. Support the review and processing of ambassador applications while maintaining program standards and assist in content moderation.
- CX & Operational Excellence: Manage tickets via customer experience platforms (e.g., Zendesk, Gorgias, HubSpot), ensuring timely and accurate responses. Maintain internal FAQs, response templates, and escalation guides to enhance consistency and speed.
