Community Engagement Specialist

Company Description
Dropbox supports hundreds of millions of creators and innovators around the world. Our mission is to unleash the world's creative energy by designing a more enlightened way of working. As we continue to build the best place to create, share, and work with others, there's a perfect spot for you to grow with us.
Team Description
With a user base of over 500 million, the Customer Experience and Success (CXS) team simplifies how our customers interact with Dropbox, creating experiences that both delight our customers and inspire their trust. We focus on understanding the customer journey, and on where we can simplify interactions and improve the Customer Experience within that journey.
The global CXS Social & Community team is responsible for delivering a world-class customer support and learning experience across our fast-growing customer base. The Community team, which sits within the CXS team, is a small but mighty team so this role will include a lot of collaboration, and will include sharing learnings and feedback to the wider teams and company as well. We manage the Dropbox Community forum, which is mostly a self serve, support at scale platform, where we try to give customers and members the best experience possible.
Role Description
As a Community Engagement Specialist, your role will be to ensure that the Dropbox Community is a lively space, where users can find relevant content about the Dropbox products, and interact with one another. To understand our Community, we need to be a part of the Community itself.
Your main role will be to contribute to our engagement projects, like our ambassador program, our user acquisition campaigns, and any project related to relationship building with Community members. You will dedicate a portion of your time to write compelling and clear content that helps customers understand and use Dropbox, engage users and create a sense of Community between them.
You will also contribute to the operations of the Dropbox user Community moderation and day to day operations, as well as general presence on the Community to convey the overall sentiment of our users to the rest of the team.
You will work closely with senior Community program managers, and you'll be their eyes on the Community. Ideally, you will identify where we can improve the experience for our Community members, identify pain points and be creative in finding solutions to fix them. You will have the opportunity to contribute to experiments, projects and programs, and to collaborate with the rest of the team on how can we improve the Dropbox Community.
The right candidate will be passionate about helping others, a team player who is structured in their work and autonomous enough to manage engagement projects related to the Community - but also enthusiastic about turning our user forum into a vibrant Community of Dropbox users and have an appetite for "translating" technical concepts into simple, easy-to-follow content!
This is a fully remote role on a 12 month contract
Responsibilities:

• Build relationships with Community members on Dropbox's online forum to understand and represent their needs, increase brand loyalty and inform service offerings. This includes managing groups and promoting features and sections within the Community forum.
• Get involved on the forum: drive and participate in conversations and identify trends and issues.
• Convey the voice of the customer and advocate for our Community members by sharing your knowledge and perspective on the overall sentiment of our users with the wider team.
• Create compelling content to increase user education & understanding of Dropbox and drive engagement.
• Suggest improvements for the user Community, grounded in data or in observation.
• Collaborate with the rest of the team on ongoing projects, programs or experiments (including but not limited to onboarding, digital campaigns, gamification, moderation, voice and tone, satisfaction survey)
• Organize and participate in online events to build Community and increase product awareness.
• Participate in the operations of the team: moderation, process compliance, competitive and market intelligence, etc.

Requirements:

• Demonstrable experience in Community support forum Management, Customer Experience or Marketing, and more generally deeply passionate about customer experience and making life simpler with technology.
• Strong knowledge of the user communities and online forum support, growth or engagement landscape.
• Experience and/or interest in delivering compelling customer-facing digital content for a SaaS product and a problem solving mindset and drive to do the next best action.
• Excellent written and verbal communicator, and good influencing skills - particularly when working with global cross functional partners.
• You are degree qualified in a business, marketing or technical discipline.
• Proven experience in delivering against targets, and ability to identify, interpret and report on relevant Community metrics

Note: Please apply only if you are currently in this location and eligible to work full-time in Ireland.
(only Shortlisted candidates will be contacted)
For further details and interest in discussing further, reach out to me here or at [email protected]