Community Manager

hace 7 días

Barcelona, Barcelona, España Amazon A tiempo completo
About the Role

We are seeking a highly motivated and entrepreneurial Associate Community Manager to play a critical role in shaping our community engagement efforts with Selling Partners in Amazon's Seller Forums and beyond.

Key Responsibilities
  • Monitor forum answers and respond on behalf of Amazon to posts or comments that didn't receive an accurate answer.
  • Recognize risk and public nature of the social support contacts.
  • Work diligently to restore a positive experience with each individual Seller.
  • Actively track customer pain points to identify possible solutions.
  • Creatively and proactively assist sellers through multiple contact channels within given guidelines - sometimes simultaneously.
  • Stay current on new offerings and subject matter expertise within Seller topics.
  • Audit the quality and accuracy of forum replies from community users and super users; taking action to provide correct guidance as needed.
  • Identify and analyze issues, patterns and trends in seller requests; assisting leadership with surfacing these findings to the appropriate business teams.
  • Escalate Systemic Issues and follow up according to the Forum Moderation Guidelines.
  • Identify sensitive issues and collaborate with the appropriate stakeholders to create a response.
  • Regularly report on insights gained from community moderation.
Requirements
  • Must be able to work and communicate in both Japanese and English (Proficient Level)
  • Knowledge of Microsoft Office products and applications.
  • Bachelor's degree or two years equivalent work experience.
  • Able to work independently, be self-motivated, and flexible in approaching responsibilities and change.
  • Excellent organizational and time management skills.
  • Demonstrated ability to dive deep to understand the customer, product, and business.
  • Strong written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder, and any customer externally; ability to translate technical jargon into everyday language.
Preferred Qualifications
  • Experience working in online community management, PR, forums, social media, with small businesses, or with Amazon Selling Partners.
  • Experienced in handling complicated escalations with executive visibility.
  • Experience with pipeline management skills to include utilization of Salesforce or other CRM tools.
  • Verbal and written fluency in additional languages.

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