Description : title: community engagement specialist summary of role the community engagement specialist is responsible for fostering a vibrant, inclusive, and productive customer community. the role centers around cultivating engagement by driving conversation, organizing virtual events, and amplifying the voice of the customer. the specialist builds a sense of belonging and trust within the community, ensuring participants feel heard and valued. in addition to community interaction, the role includes administration of user accounts, permissions, and access to ensure seamless participation. working cross-functionally with customer support and success, product, it, and marketing teams, the specialist transforms community feedback into actionable insights and impactful improvements. how you’ll succeed -foster a responsive and supportive community by actively engaging with users and addressing their needs. -increase participation through curated content, virtual events, and discussion prompts. that includes hosting and delivering feature demonstrations. -track and report on community health indicators such as user growth, engagement metrics, support resolution time, and satisfaction scores. -collaborate with internal stakeholders to ensure the community reflects brand standards and meets functional needs. -train and support community moderators on best practices for engaging with community members and maintaining active discussions. -monitor user behavior and enforce community guidelines to maintain a respectful and collaborative environment. -administer...
Description : title: knowledge management specialist summary of role the knowledge management specialist is responsible for the creation, curation, governance, and optimization of support and product knowledge assets across the organization. this role ensures internal teams and external customers have timely access to accurate, relevant, and actionable knowledge through various delivery channels including portals, help centers, and ai-driven tools. the knowledge management specialist leverages advanced technologies, including generative ai, to automate article creation and improve knowledge findability and reuse. this role also prepares and structures knowledge content to optimize interactive ai engagement with support agents and customer community members, ensuring consistent, personalized, and intelligent support experiences. how you’ll succeed -maintain a high-quality, searchable knowledge base by authoring, curating, and publishing articles across products, features, and support scenarios. -collaborate with support, product, and engineering teams to translate complex concepts into clear, customer-friendly documentation. -use ai technologies to generate initial drafts of knowledge articles from product updates, support cases, training materials, and subject matter expert inputs. -design and structure knowledge for conversational ai and virtual agents, including metadata tagging, faq optimization, and dialog-ready formatting. -develop knowledge readiness strategies to support ai-led agent assist and community self-service, ensuring content is optimized f...
Cree una alerta de empleo y reciba nuevas ofertas que se adaptan a su perfil desde más de 2550 sitios web de empleo