Job Description

We are seeking a detail-oriented and process-driven Community Manager to join our Customer Experience team at UKG. The ideal candidate will possess excellent English speaking and writing skills, enabling them to effectively engage with our customer community and ensure a positive experience for all participants through moderation, content review and improvements, and partnering with internal stakeholders to improve processes.

Key Responsibilities

Community Monitoring and Moderation:

• Actively monitor and moderate discussions within the UKG customer online community and its discussion forums
• Follow established processes and procedures for removing Personally Identifiable Information (PII) from discussions.
• Move discussions to appropriate categories and flag discussions for follow-up as necessary.
  
  

Content Review

• Review and process knowledge articles, ensuring content aligns with established guidelines.
• Collaborate with team members to maintain the quality and relevance of community content.
  
  

Engagement And Support

• Foster a welcoming and supportive environment within the community.
• Respond to customer inquiries following best practices and guidelines to enhance user engagement.
  
  

Process Improvement

• Identify opportunities for process improvements within community management and knowledge article processing.
• Contribute to the development and refinement of guidelines, best practices and processes.
  
  

Qualifications

Education:

Bachelor’s degree in Communications, Education, Sociology, Marketing, English or a related work experience.

Experience

• Minimum of 3 years of experience in community management, customer support, knowledge management, training and development or a related role.
• Experience in moderating online communities and managing customer interactions.
  
  

Examples of relevant experience: Engage and support diverse user communities, support or develop and implement effective training programs, and manage knowledge resources to enhance user experience and satisfaction.

Skills

• Exceptional written and verbal communication skills in English.
• Strong attention to detail and ability to follow processes
• Use of good judgement and discernment when confronted with situations that do not follow expected processes
• Proficient in using online social tools and online collaboration tools
• Ability to work independently and collaboratively within a team.