Virtual Community & UGC Support Specialist
New
T
TripadvisorTravel and cruising
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 serviceGoogle WorkspaceSlack
Requirements
- Have a minimum of two years of Community Management and UGC experience, preferably for a popular consumer-facing website.
- Demonstrate interpersonal, patience, and customer service skills in a professional business environment.
- Show a genuine desire to help users with technology challenges.
- Work with minimal supervision and take ownership of responsibilities.
- 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 a strong command of English grammar, punctuation, and spelling, with proofreading skills.
- Have verbal communication skills and the ability to organize and prioritize workflow.
- Have experience using web-based tools and databases, including community software platforms and Slack.
- Be willing to learn Figma, Miro, Adobe, and Tableau platforms.
- Be passionate about travel, cruising, and online community experience.
Responsibilities
- Review and publish user-generated content in accordance 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, and escalate bug reports to Community management or engineering.
- Identify root causes of forum problems and recommend process and policy improvements.
- 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 QA tasks as needed.
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