Community Support Specialist | Communications Associate (II)

Aquent is partnering with a globally recognized technology leader that stands at the forefront of innovation, shaping the digital landscape and connecting billions worldwide. This organization is dedicated to creating groundbreaking products and services that empower individuals and businesses, fostering a culture of creativity, collaboration, and continuous improvement. Join a flagship social and community team where your contributions will directly influence global user engagement, community support, and brand protection, making a tangible impact on how users interact with and experience cutting-edge technology.

About the Role

Step into a pivotal role within a dynamic global social and community team, where you will be instrumental in championing the user and creator experience across major public engagement channels. You will be at the heart of critical platforms, including social media channels, video platform community tabs, dedicated discussion forums, and mobile application store review ecosystems. This role offers a unique opportunity to balance strategic go-to-market engagement planning for upcoming product launches with hands-on, high-volume community execution. You will spend a significant portion of your time directly managing incoming queries, proactively deflecting support issues, crafting public replies, and fostering engagement with top community contributors. Beyond direct interaction, you will serve as a vital conduit, distilling real-time community sentiment and user feedback into clear, executive-ready internal communications for product and leadership teams, truly influencing product development and strategy.

Responsibilities

• Hands-on Community Management & Support Execution: Monitor, triage, and respond to user queries across key platforms (social media, discussion forums, community tabs, and app store reviews) to educate users, deflect support issues, and safeguard brand reputation.
• Go-to-Market (GTM) Product Launch Support: Collaborate with product leads and product teams to develop engagement strategies and act as a crucial liaison between product teams and the creator/user community during new feature and product rollouts.
• App Store Review Channel Operations: Contribute to defining, launching, and executing day-to-day community engagement and review response workflows across major mobile application store platforms.
• User Feedback & Executive Insights: Analyze incoming user trends, extract essential community feedback, and package actionable insights into concise internal communications and escalations for cross-functional partners and leadership.
• User-Generated Content (UGC) & Super-User Relationship Management: Drive UGC initiatives by nurturing relationships with top community contributors, organizing presentations, conducting outreach, and addressing their product questions.
• Voice & Persona Delivery: Deliver external communications using a "friendly concierge" persona-helpful, empathetic, clear, and relatable to modern audiences without sounding forced, overly enthusiastic, or purely promotional.
• Cross-Functional Collaboration: Partner with cross-functional teams across Product, Marketing, Social Listening, and Operations, fostering strong relationships and seamless communication.

Qualifications & Requirements

Must-Have Qualifications:

• Communications Experience: Minimum of 2-3+ years of professional communications writing experience (e.g., social copy, blogs, public relations, or marketing communications) with a proven ability to tailor tone and voice across various contexts.
• Community & Social Media Management: Demonstrated hands-on experience running active, public-facing social media or community management channels.

Nice-to-Have Qualifications:

• Overall Experience: Approximately 4+ years of relevant experience, ideally within consumer-facing (B2C), Gen Z-focused, or large-scale digital/entertainment environments.
• Support & Deflection Focus: Background in social customer care, social support, or crisis response, prioritizing empathy, brand safety, and issue resolution over pure brand marketing.
• Tooling Familiarity: Experience using enterprise social listening and community management platforms such as Sprinklr, and familiarity with tools like Brandwatch.
• Willingness to Execute: High comfort level balancing strategic planning with heavy, day-to-day execution, including writing copy, replying to comments, and monitoring threads.
• Stakeholder & Problem-Solving Acumen: Strong cross-functional management skills, a self-directed problem-solving ability, and comfort collaborating effectively across distributed and international teams.