Community Response & Engagement Specialist (Remote)
About the role
The Community Response & Engagement Specialist is responsible for monitoring and addressing high-visibility online community discussions related to World Education Services (WES); to include but not limited to Reddit, Google, Yelp, LinkedIn. This role ensures that accurate, current information about WES services, processes, and policies is represented in public forums that significantly influence customer perception, Google search results, and generated answers.
Responsibilities
- Community Monitoring & Insights
- Monitor public social platform discussions where WES services, timelines, evaluations, or policies are referenced.
- Identify high visibility legacy threads and emerging discussions that may influence customer perception or search results.
- Track recurring questions, pain points, or misunderstandings surfacing in community conversations.
- Information Accuracy & Misinformation Management
- Provide clear, factual, and broad responses to general questions about WES processes and services where appropriate.
- Correct misinformation or outdated narratives that could materially mislead prospective users.
- Ensure all responses align with current policies, approved messaging, and organizational values.
- Risk Management & Escalation
- Assess sensitivity and potential reputational risk before engaging in discussions.
- Escalate complex, highly visible or sensitive threads to appropriate internal stakeholders (Business Development, Customer Service, Policy, Legal, Communications, Leadership).
- Avoid direct engagement on individual case handling or scenarios requiring personalized support.
- Customer Direction & Enablement
- Guide users toward official WES documentation, FAQs, and support channels for accurate and specific assistance.
- Reinforce the role of official WES channels as the primary source of authoritative information.
- Cross-functional Collaboration
- Collaborate closely with Customer Service leadership to ensure alignment during periods of elevated ticket volume.
- Share insights regularly with Customer Experience, Marketing, Product, and Communications teams to inform: FAQ and documentation improvements Process clarity opportunities Proactive content or messaging updates
- Governance & Brand Representation
- Maintain a credible, respectful, and professional presence that reflects WES’s mission and values.
- Participate selectively and intentionally, without positioning WES as an always-on community moderator.
- Follow approved engagement guidelines and escalation protocols at all times.
- 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.
- Ability to balance transparency with risk management.
- 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.
- Desired: Experience in the education and/or non-profit space.
- French-speaker.
- Strong written communication skills.
- Jurisprudence and legal knowledge.
- Ability to manage multiple tasks and priorities.
- Attention to detail.
- Excellent problem-solving skills.
- Ability to work independently and as part of a team.
Requirements
Qualifications
Skills
Benefits
Joining our team at WES means embarking on a purpose-driven career with a global impact, where you contribute daily to making a tangible difference in the lives of people worldwide. You'll thrive in an employee-centric environment, with access to learning opportunities, pathways for personal and professional development, and recognition of your achievements. Our inclusive, mission-driven culture values employees and focuses on investing in our people through our culture, people framework, and programming while offering the flexibility of remote work options.
Pay
$70K - 95K USD
Schedule
Remote Work