Community Forum Specialist
FabFitFun is looking for a Community Forum Specialist to join our Community Team in the West Hollywood HQ.
This role will support the Community Team (reporting to our Community Manager) to avidly monitor and organize our active Member Forum to ensure it is performing efficiently and contribute to the execution of the overall Community Vision and foster relationships between members and FabFitFun.
What You’ll Do:
- Create engaging forum content such as engaging topics, articles, polls, quizzes, etc., coordinating efforts with other departments regarding relevant discussion topics
- Proactively elevate trends of member concerns to the appropriate teams for proper investigation
- Resolve escalated issues by addressing the member publicly and assist privately if needed
- Aid in the tasks and projects for various special interest clubs exclusively for our members (Book Club, Cooking Club, Mom Club, etc)
- Collaborate with other team members and departments regularly, assuming other responsibilities as directed by the department’s supervisor and senior management
- Contribute to various individual and team initiatives (e.g. Slack contributions and discussions, compiling regular CX synopsis shared company-wide, brainstorming exercises, etc)
- Assist in the use of the Community Staff Moderation account to resolve escalated member matters and track member flags and settle in a timely manner
- Oversee the management of sensitive information or content that goes against Community guidelines and enforce the Community guidelines and procedures
- Announce and provide clarity to all members regarding various company updates, policies and procedures
What You’ll Have:
- A Bachelor’s degree
- Experience working with various Social Media platforms and community forums (Discourse, ZenDesk and/or similar customer service platforms, a plus)
- Ability to take ownership of customer concerns and any seasonal or sale issue that creates complaints within the forum.
- Highly developed written and verbal communication skills and strong interpersonal skills
- Willingness to constantly evolve and exercise great judgment
- Great attention to detail and the ability to be highly organized and focused is essential while working in a face-paced environment
- A positive, fun and supportive team player attitude
- A blend of creativity and analytical thinking
What You’ll Get:
- Amazing benefits including medical, dental, vision, FSA, and pet insurance
- 401K match program
- Open/Flexible PTO policy - we trust our employees to manage their time!
- Monthly cell phone reimbursement
- Monthly work from home stipend while the company is temporarily remote
- Donation matching program
- Free FabFitFun subscription and quarterly credit in our e-commerce Add-Ons store