Community Support Specialist | Communications Associate (II)

Aquent is partnering with a globally recognized technology leader that stands at the forefront of digital innovation, connecting billions of people worldwide. In this dynamic role, you will have a direct, tangible impact on global user engagement, community support, and brand protection, shaping how users interact with and experience cutting-edge technology. By joining this flagship team, your unique voice and strategic insights will help foster a vibrant, supportive, and highly engaged global community.

The Opportunity

Step into a pivotal and exciting role where you will champion the user and creator experience across major public engagement channels! This is your chance to balance strategic go-to-market planning for upcoming product launches with hands-on, high-volume community execution. You will be at the heart of critical platforms-including social media channels, video community hubs, discussion forums, and mobile app store review ecosystems-directly managing queries, deflecting support issues, and crafting public replies that resonate. Beyond direct engagement, you will serve as a vital conduit, distilling real-time community sentiment and user feedback into clear, executive-ready insights that directly influence future product development and strategy.

What You Will Do

• Monitor, triage, and respond to user queries across key public platforms to educate users, deflect support issues, and safeguard brand reputation.
• Collaborate with product leads to develop engagement strategies and act as a crucial liaison between product teams and the creator/user community during new feature and product rollouts.
• Contribute to defining, launching, and executing day-to-day community engagement and review response workflows across major mobile application store platforms.
• Analyze incoming user trends, extract essential community feedback, and package actionable insights into concise internal communications and escalations for cross-functional partners and leadership.
• Drive user-generated content (UGC) initiatives by nurturing relationships with top community contributors, organizing presentations, conducting outreach, and addressing product questions.
• Deliver external communications using a "friendly concierge" persona-helpful, empathetic, clear, and relatable to modern audiences.
• Partner with cross-functional teams across Product, Marketing, Social Listening, and Operations to foster strong relationships and seamless communication.

Must-Have Qualifications

• Minimum of 2-3+ years of professional communications writing experience (e.g., social copy, blogs, public relations, or marketing communications) with a proven ability to tailor tone and voice across various contexts.
• Demonstrated hands-on experience running active, public-facing social media or community management channels.

Nice-to-Have Qualifications

• Approximately 4+ years of relevant experience, ideally within consumer-facing (B2C), Gen Z-focused, or large-scale digital/entertainment environments.
• Background in social customer care, social support, or crisis response, prioritizing empathy, brand safety, and issue resolution over pure brand marketing.
• Experience using enterprise social listening and community management platforms such as Sprinklr, and familiarity with tools like Brandwatch.
• High comfort level balancing strategic planning with heavy, day-to-day execution, including writing copy, replying to comments, and monitoring threads.
• Strong cross-functional management skills, a self-directed problem-solving ability, and comfort collaborating effectively across distributed and international teams.