If you have a passion for online communities, talking technology, social networking or interactive marketing, and have a desire put that enthusiasm to work, this is your chance! Webroot provides online communities that drive customer collaboration, marketing strategy, product development and brand advocacy. You will be the enthusiastic voice of Webroot externally and the voice of our customers internally, effectively communicating their wants or issues to all company stakeholders. We are changing the way brands engage with their customers and this opportunity will prepare you for an incredible career path while working with emerging security network technology.

Webroot is looking for an enthusiastic Online Community Specialist to continue to build, grow, and manage our online community. Working closely with the Senior Communications Manager, you will be responsible for monitoring and engaging in online forums and review sites to find out what people are saying about Webroot. The Online Community Specialist will also engage with customers and prospects on a regular basis to gather insights for developing community programs that ultimately increase brand loyalty, retention, and engagement. In this cross-functional role, this person will act as the customer advocate within Webroot specifically relaying customer feedback and information to the Product team in order to make all Webroot products better.

Responsibilities:

• Assist the Senior Communications Manager and other members of the Community Team to develop processes, practices, and strategies to offer excellent customer support, drive business value, and grow the Webroot community.
• Moderate, encourage, and engage in public conversation with customers and prospects who have varied technical expertise, needs, and concerns. This will require the ability to make decisions and solve problems independently to ensure that all users receive quality responses in a timely manner, working with the wider Webroot team when required.
• Lead conversations, create content, and run online events to drive user engagement and discussion.
  • Generate daily content that builds meaningful connections and encourages community members to act.
• Serve as an advocate for Community members internally, maintain positive relations with power users, and convey community product feedback to the Product team.
  • Relay the constant feedback between Community and Product – feedback that is imperative to improving our line products.
• Responsible for the daily operations of beta groups for various products.
  • Whether it be for a new product/feature, or ongoing updates in an existing service that Webroot offers, testing is a vital element in overall quality assurance for Webroot customers. Acting as a liaison between the Product team and the testers means a great deal and as increased communication means we detect and resolve issues at an earlier and faster rate.
• Own the daily responses to our various review sites, gather feedback from these sites, inform our Product teams to improve the customer experience.
• Seek opportunities to improve communication and streamline processes to increase transparency and improve support interactions within the Webroot Community.
• Apply discretion and best judgement when representing Webroot on all public facing communities, review sites, and third-party websites.
  • This will include handling complaints and critical feedback in some cases.
• Analyze and execute all projects and triage accordingly based upon importance and prioritization. 
• Other duties as assigned, potentially including ownership and implementation of projects such as the community member onboarding, power user engagement, moderator program, VIP program, etc.  
• Other duties as assigned.

Qualifications

• 2+ years of experience in community management or related role
• Bachelor’s degree in communications, marketing, business, education, or creative field
• Outstanding organizational skills and detail-oriented
• Natural networker and collaborator, enjoys meeting and networking with new people
• Able to quickly write responses to community questions, draft posts, and tutorial content in a professional manner
• Data-driven decision maker 
• Enjoys helping others with issues
• Experience collaborating internally with other teams
• Deep understanding of current and emerging social trends
• Worked directly on building or moderating a large social community
• Experience in cybersecurity is preferred