Virtual Community & UGC Support Specialist
T
TripAdvisorTravel community
United States- RemoteFull-TimeJunior
Salary50,000 - 60,000 USD per year
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Job Details
- Languages
- Excellent command of the English Language
- Experience
- Minimum two years prior Community Management & UGC Experience
- Required Skills
- Customer serviceQuality AssuranceGoogle WorkspaceSlack
Requirements
- Have a minimum of two years of community management and user-generated content experience, preferably for a popular consumer-facing website.
- Demonstrate excellent interpersonal skills, patience, and a genuine desire to help users with technology challenges.
- Be willing to own responsibilities and work with minimal supervision.
- Have solid computer skills, including proficiency with Google Suite products, internet browsers, and mobile operating systems.
- Use appropriate judgment based on brand integrity principles and stated community guidelines.
- Demonstrate tact, diplomacy, and sensitivity when handling confidential information.
- Have customer service and interpersonal skills in a professional business environment.
- Have an excellent command of English, including grammar, punctuation, spelling, and proofreading; demonstrate verbal communication skills and the ability to organize and prioritize workflow.
- Have experience with web-based tools and databases, including community software platforms and Slack.
- Be willing to learn Figma, Miro, Adobe, and Tableau platforms.
Responsibilities
- Review and publish user-generated content in line with the review publication philosophy.
- Report on content for Cruisers’ Choice Awards compliance, focusing on user sentiment and trends.
- Monitor and respond to Community and Feedback email inboxes to support members with message boards, community, site features, and products.
- Monitor forum software alerts, troubleshoot technical problems, identify root causes, and escalate bug reports as needed.
- Recommend process and policy improvements based on forum issues.
- Assist Community Leader Volunteers as needed.
- Identify user needs and trends from observation and incoming feedback, and report common requests, questions, or complaints.
- Assist with community projects and perform quality assurance tasks as needed.
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