Job Description

The Online Community Specialist plays an important role in supporting growth and development of the Freshworks Online Community and its ever-growing number of customer members. He or she will report to the Senior Director of Customer Engagement and also work with the Online Community Lead to provide key operational and engagement support across a variety of initiatives. This includes the promotion and organization of the online community and also substantial involvement in the crucial everyday work behind community engagement, content moderation, and structural maintenance. Moderate community platform and forums to ensure compliance with community standards Engage actively with users over posts and topics across the community to promote higher levels of customer engagement Organize events and discussion threads on key topics of note as dictated by an overall content strategy Regularly audit the structural functioning of the community to swiftly report site issues, outages, and other gaps in quality Facilitate community outreach by building relationships with community members/users for special engagement and information-gathering sessions Collaborate with internal stakeholders to help manage their organized involvement in community activities Partner with the Customer Marketing Team to assist with content creation for online community posts, articles, and events Manage a myriad of administrative tasks necessary to the smooth functioning of the community infrastructure Manage and update the community calendar and assist in distribution of newsletter with internal stakeholders. Qualifications Bachelor\'s Degree required 2+ years experience authoring customer-facing content in some capacity 2+ years experience engaging with customers across a wide of scenarios, including escalated situations 2+ years experience in the fields of Customer Experience, IT, or Sales and Marketing Excellent and demonstrable written and verbal communication skills Extremely organized and detail-oriented with a proven ability to successfully balance multiple mini-projects simultaneously Extremely efficient in work output, ideally with a background in work environments where deadline and/or responsiveness SLAs were used as part of the performance evaluation process Highly autonomous and dependable Previous experience with social media or community engagement strongly preferred Wide technical familiarity with one or more Freshworks products strongly preferred Design experience is a plus Additional Information At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business. At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

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