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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing and moderating online communities, with a strong focus on customer engagement and sentiment analysis. Proficient in collaborating across teams to align community initiatives with business goals while advocating for customer needs.
Highest-signal resume keywords
Online Community ManagementCustomer EngagementStrong Written And Verbal CommunicationAnalytical ApproachCollaboration Across Teams
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Community ModerationCustomer Sentiment TrackingFeedback AnalysisDigital Engagement PlatformsCommunity Metrics
Soft Skills
EmpathyJudgementOrganisational SkillsAdaptabilityCuriosity
Tools & Technologies
CRMSocial MediaCommunity Forum
Industry Keywords
SaaSTechnologyCustomer-first MindsetCommunity ProgramsVirtual Events
About the role
Key responsibilities & impact- Develop and deliver initiatives that grow participation and engagement across the online community
- Maintain an active presence across the Community Forum and social channels
- Respond to questions, feedback and concerns
- Moderate conversations to maintain a respectful, constructive and inclusive environment
- Monitor public review platforms
- Track customer sentiment and provide thoughtful, personalised responses
- Build stronger connections with customers and partners through community programs, promotions and virtual events
- Turn community feedback and trends into insights and improvement opportunities
- Collaborate with Product, Customer Success, Marketing and Partner teams
- Align community initiatives with business priorities
- Act as the voice of the community inside the business
Requirements
What you’ll need- Experience managing, moderating or growing an online community, ideally within a technology or SaaS environment
- Customer-first mindset with empathy and judgement to handle varied questions and conversations
- Strong written and verbal communication skills
- Ability to adapt communication for different audiences
- Confidence working across community forums, social media, CRM or other digital engagement platforms
- Strong organisation and prioritisation skills
- Ability to manage multiple activities independently
- Curious and analytical approach
- Experience using feedback and community metrics to identify trends and opportunities
- Collaborative style
- Confidence advocating for customers and partners across different teams
Benefits
Comp & perks- Flexible, hybrid workplace
- In-person celebrations and social events
- Home office financial assistance
- Corporate discounts and vouchers from top retailers
- Sonder wellbeing partnership
- In-house training and programs
- LinkedIn Learning
- Conference opportunities
- Study assistance
- Variety of leave options, including up to four additional weeks of purchased leave
- Generous parental leave
- Domestic violence leave
- Transgender leave
- Community leave
- Study leave
- Wellness, Belonging and Planet communities
- Equal opportunity workplace