Community & Customer Feedback Operations Specialist
New
J
JobgetherSaaS / Technology
Fully remote position available across Canada.ContractMiddle
Salary55 - 62 CAD per hour
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Job Details
- Experience
- 4+ years of experience
- Required Skills
- Project ManagementData AnalysisStakeholder managementCustomer SuccessSaaSCRM
Requirements
- 4+ years of experience in community management, customer success, customer support, program management, or related customer-facing roles.
- Demonstrated experience managing external customer relationships in a professional environment.
- Hands-on experience using CRM platforms and customer engagement tools.
- Experience using AI tools to analyze qualitative feedback and identify patterns.
- Strong communication skills with the ability to create clear documentation, reports, and presentations.
- Proven ability to facilitate meetings, develop agendas, and manage stakeholder expectations.
- Strong organizational and project management skills with the ability to handle multiple priorities.
- Ability to analyze customer feedback and translate insights into actionable recommendations.
- Experience with customer advisory boards, beta programs, or user communities is an asset.
- Experience supporting SaaS products or enterprise software platforms is an asset.
- Familiarity with product development processes and roadmap planning is preferred.
Responsibilities
- Manage customer feedback channels and community platforms as strategic Voice of Customer programs.
- Evaluate, triage, and analyze customer ideas, requests, and feedback to identify trends and opportunities.
- Engage directly with customers to gather context, workflows, and insights to improve feedback quality.
- Maintain accurate feedback records, statuses, and lifecycle tracking across internal systems.
- Communicate high-impact customer insights and recommendations to Product Management and UX stakeholders.
- Coordinate with cross-functional teams to route, prioritize, and follow up on customer submissions.
- Lead the operational management of customer council initiatives, including meeting planning and agenda coordination.
- Develop reports and dashboards highlighting customer sentiment, feedback trends, and engagement metrics.
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