Associate Community Manager

hace 1 mes

Barcelona, Barcelona, España Mygwork A tiempo completo

This role is with Mygwork, an inclusive employer and a member of the largest global platform for the LGBTQ+ business community.

Please do not contact the recruiter directly.

DESCRIPTION JOB LOCATION - Barcelona

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

This person will be the face and voice of Amazon to Selling Partners through moderating our Seller Forums.

You will monitor our community of users, demonstrating bias for action, ownership, passion for the Seller, and analyzing risk by using good judgment are all critical requirements for this role.

The ideal candidate has a strong sense of ownership, and thrives in an ambiguous environment where they can have a direct impact on Selling Partners' experience with Amazon.

Key responsibilities include:

  • Monitor forum answers and respond on behalf of Amazon (within SLA) 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.
  • 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.

BASIC QUALIFICATIONS

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.

Amazon is an equal opportunities employer.

We believe passionately that employing a diverse workforce is central to our success.

We make recruiting decisions based on your experience and skills.

We value your passion to discover, invent, simplify and build.

Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

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