Job overview
this role encompasses the management of a support community for english-speaking customers, focusing on delivering high-quality engagement and service standards.
key responsibilities
1. implement quality control measures using ai-powered tools to enhance community interactions and service levels.
2. conduct comprehensive audits of community interactions, including forum posts, responses, and user engagements, ensuring accuracy and compliance.
3. review knowledge base articles to improve user experience and self-service capabilities.
4. develop listening dashboards to gather insights and feedback from the community.
5. lead training programs within the community team on new platform features and automation tasks.
6. perform periodic random tests to ensure the community platform is optimized for various devices and regions.
7. promote community content through syndication, making it accessible across searches with seo and promotional banners.
qualifications and skills
* graduate degree in engineering or non-engineering field with relevant experience.
* minimum 8-10 years of total experience, with at least 3-4 years in product and service skills supporting printing/pc customers.
* strong knowledge of products and policies is an asset.
the ideal candidate should be a self-motivated individual with the ability to execute consistently and with limited supervision. They should approach problems in a logical manner using sound strategies that ensure comprehensive understanding and effective resolution.