Customer Community & Content Specialist, Conductor

• 1-2+ years of experience in one or more of the following areas: community management, content marketing, customer success, content creation, or customer education
• Proven ability to write clear, compelling, and engaging content for an online audience, with a keen eye for instructional clarity
• A naturally empathetic and outgoing personality, comfortable proactively initiating conversations and providing supportive guidance
• Excellent organizational skills with the ability to manage multiple tasks and deadlines in content development and community management
• Familiarity with reporting tools and basic data analysis for community and content metrics

Desirable

• We are seeking an enthusiastic and driven Customer Community & Content Specialist to join our Scaled Success (1:Many) Team. Our dynamic team is focused on maximizing customer product adoption and ensuring an excellent customer experience at scale by providing high-quality, accessible education and a supportive community
• This hybrid role is pivotal in both managing our established online customer community and supporting the development of scalable customer education content
• You will be the primary voice and driver of community engagement, while also actively contributing to the creation, curation, and promotion of educational resources that help customers learn, succeed, and become product experts
• This is an excellent opportunity for a passionate self-starter who wants to grow their career in customer success, community building, and learning content development
• Community Engagement & Peer Learning
• This focus ensures the community remains a vibrant, valuable resource, driven by peer-to-peer support and expert-led guidance
• Conversation Catalyst & Support: Monitor community discussions daily, respond to member questions (or triage them to internal Subject Matter Experts), and actively start conversations to keep the dialogue flowing
• Content Curation & Promotion: Proactively develop and post engaging discussion prompts, polls, success stories, and, critically, promote the latest educational content (tutorials, webinars, documentation) to drive product understanding and adoption
• Member Recognition: Identify and champion top contributors, Super Users, and advocates, helping to foster a strong sense of belonging and encouraging peer-to-peer support
• Event Management: Assist with the promotion and execution of online educational events, such as webinars, AMAs (Ask Me Anything sessions), and virtual workshops, leveraging the community for maximum attendance and engagement
• 2. Customer Education Content Development
• This focus expands the role to directly contribute to the creation and maintenance of formal learning materials
• Content Creation Support: Collaborate closely with the Customer Education, Scaled Success and Product teams to assist in the creation, editing, and publishing of learning materials. This includes drafting best practice articles, documenting tutorial scripts, creating and updating learning videos, reviewing documentation for clarity, and organizing educational resources
• Customer Journey Mapping: Identify key knowledge gaps and learning needs based on community feedback and support trends, translating those needs into actionable education content proposals
• Resource Discoverability: Ensure all relevant educational and help content is easily discoverable both within the community and across our external resource hubs (e.g., Knowledge Base, Help Center)
• 3. Data & Customer Feedback Loop
• This focus ensures the community and education efforts are data-driven and customer-centric
• Voice of the Customer: Act as the voice of the customer within the 1:Many team, summarizing key trends, pain points, and product/education feedback from community discussions
• Reporting & Analysis: Track, analyze, and report on key metrics for both community engagement (e.g., daily active users, engagement rate) and education content performance (e.g., article views, time-on-page) to measure success and inform strategy