Community Engagement Specialist

Job Description

Zendesk’s Digital CX team is on a mission to enable our customers to realize value through relevant, high-quality digital experiences, built from the deep well of knowledge from Zendesk’s community. Community Engagement Specialists support this effort by interacting with customers through virtual and online forums, including online discussions, live and recorded 1:Many webinar events, user-to-user programs, and incentivized engagement programs.

With experience, Community Engagement Specialists take on additional responsibilities managing specific programs within the team, such as a specific event series or certain user-to-user programs. This unique role will report to the Director of Digital Customer Experience and offers the opportunity to be a part of the team that sets the standard for best in class digital CX.

**What you'll do**
- _ Research_
- Develop a deep understanding of Zendesk customer profiles and common paths to good/better/best product adoption, risk mitigation, and value realization
- Use many different data sources and collaboration with other Zendesk teams to identify the specific assets & experiences our customers need to be successful without 1:1 human support
- _ Develop & engage_
- Interact with customers via forums, events, and other channels
- This includes both strategic facilitation of discussion and direct, transactional support like answer product questions
- Rotate between leading, facilitating, and producing 1:many events
- Draft marketing copy, social media posts, and promotional assets for the online community, events, and programs
- Follow the Zendesk style guide to ensure consistency across all assets
- Collaborate with others on the Digital CX team to ensure resources are available and findable on-demand
- _ Maintain_
- Continuously improve content and engagement by responding to internal and external feedback
- Collaborate with other teams across CX and marketing to coordinate campaigns and connect to broader marketing initiatives
- Assist our User Group leaders with administrative tasks and helping to source speakers, find slides to use for presentations, etc.
- Populate our brand advocacy system with challenges for members
- Assist with moderation and maintenance of our online community
- Perform administrative tasks to support ongoing community engagement efforts
- _ Optimize_
- Leverage analytic tools to evaluate the impact of community engagement and assets, including tracking usage, efficacy, customer reaction/sentiment, and opportunities for improvement
- 2+ years experience in a 1:Many or Many:Many customer-facing role, ideally in a SaaS environment
- Experience with Zendesk’s offerings either as an Administrator or Agent
- Fluency in written and spoken English
- Experience producing digital assets like knowledge articles, instructional videos, learning paths and tutorials
- Detail oriented, customer-first, and curious about customer experiences and needs
- Thrive in a global environment where continuous learning and improvement is standard
- Enjoy receiving feedback from customers and putting their requests into action
- Passionate about innovating on the digital Customer Experience
- A high level of familiarity with Zendesk products
- 1 or more years experience as a technical writer, KCS® publisher, community manager/moderator, portfolio Success Manager, or virtual educator/trainer
- KCS Practices v6® certification
- Experience with web development languages, including basic HTML and CSS
- Experience writing content that is easily localized for a global customer base
- SEO best practices and implementation
- Business proficiency in Spanish, French, German, Portuguese, Italian, Simplified Chinese, Japanese, or Korean

**Where We Work**
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is t