Position: Community CX Specialist
Reports to: Senior Community Manager
Location: Remote (EST Time Zone)
Employment Type: Full-Time
Type of contract: Independent contractor
🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!‼️
Role Summary:
We are hiring a Community CX Specialist to deliver exceptional day-to-day support to our most passionate brand fans. You’ll be the front line of the brand—owning daily communication with ambassadors, guiding new members through the program, solving inquiries with speed and empathy, andcensuring our community feels seen, supported, and celebrated.
This role sits at the intersection of community engagement and CX operations. You’ll combine warm, human connection with operational rigor—managing a high volume of inquiries, maintaining program quality standards, and surfacing community insights that shape strategy.
What You’ll Lead & Deliver (Key Outcomes):
- Ambassador Experience: Deliver exceptional support and communication that makes every ambassador feel valued and connected to the brand.
- Onboarding Excellence: Ensure new ambassadors are guided through the program with clarity, warmth, and excitement.
- Operational Efficiency: Build and maintain strong internal documentation, processes, and response systems to enable fast, consistent communication at scale.
- Program Quality: Support application reviews, content monitoring, and community sentiment tracking to ensure the ambassador program remains strategic, inclusive, and high-quality.
- Insight Generation: Surface trends, frequently asked questions, and community feedback to help shape future program strategy and content.
Core Responsibilities:
1. Daily Community Communication
- Serve as the primary point of contact for the brand's ambassadors—responding to daily inquiries across email, platform inboxes, and social channels.
- Troubleshoot issues and questions with empathy, escalating as needed to internal teams.
- Ensure all interactions reflect Bubble’s voice: warm, clear, and joyfully human.
2. Onboarding & Program Support
- Guide new ambassadors through the application and onboarding process, ensuring a seamless experience.
- Support review and processing of ambassador applications, maintaining program standards.
- Assist in content review and moderation to ensure ambassador-generated content aligns with program guidelines.
3. CX & Operational Excellence
- Manage tickets through CX platforms (e.g., Zendesk, Gorgias, HubSpot), ensuring timely and accurate responses.
- Maintain internal FAQs, response templates, and escalation guides to drive consistency and speed.
- Identify recurring issues or trends and proactively propose solutions.
4. Community Insights
- Monitor community sentiment and flag emerging themes, questions, or opportunities for the Community and Influencer teams.
- Contribute to weekly and monthly reporting with qualitative insights that contextualize program performance.
Qualifications:
- Experience: 2+ years in customer experience, community management, or influencer/creator support.
- Communication: Exceptional written communication skills; able to communicate with warmth and clarity at scale.
- Organization: Strong multitasking and time-management skills; comfortable managing high inquiry volume.
- Technical Skills: Familiarity with CX platforms (e.g., Zendesk, Gorgias, HubSpot) and major social platforms (TikTok, Instagram).
- Mindset: Collaborative, empathetic, resourceful, and excited to be on the front lines of a fast-growing community.
- Passion: Genuine enthusiasm for skincare and the company's mission of making effective skincare accessible, inclusive, and fun.
