This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Community & Customer Feedback Operations Specialist based in Canada.
The Community & Customer Feedback Operations Specialist will play a key role in strengthening customer relationships and transforming user insights into meaningful product improvements. This position combines community management, customer engagement, and feedback operations to ensure customer voices are effectively captured and shared with internal teams. You will manage strategic feedback channels, support customer advisory initiatives, and help shape product decisions through actionable insights. The role offers the opportunity to collaborate with Product, User Experience, Research, and Operations teams in a dynamic technology environment. As a customer-focused professional, you will build trusted relationships while improving engagement programs and feedback processes. This is an impactful opportunity for someone passionate about customer experience, SaaS products, and data-informed decision-making.
Accountabilities:
- Manage customer feedback channels and community platforms as strategic Voice of Customer programs, ensuring submissions are reviewed, categorized, and maintained according to operational guidelines.
- Evaluate, triage, and analyze customer ideas, requests, and feedback to identify trends, product opportunities, duplicates, and support-related topics.
- Engage directly with customers to gather additional context, workflows, documentation, and insights that help improve feedback quality.
- Maintain accurate feedback records, statuses, lifecycle tracking, and supporting documentation while ensuring transparency across internal teams.
- Identify high-impact customer insights and communicate recommendations to Product Management, User Experience, and related stakeholders.
- Coordinate with cross-functional teams to route, prioritize, merge, or follow up on customer submissions effectively.
- Lead the operational management of customer council initiatives, including planning meetings, coordinating schedules, preparing agendas, and aligning stakeholders.
- Build strong relationships with customer participants by facilitating discussions, encouraging engagement, and supporting long-term program success.
- Partner with Product Managers, UX teams, researchers, and internal stakeholders to collect feedback, validate ideas, and support product planning activities.
- Capture customer discussions, action items, feature requests, and follow-up commitments while maintaining accurate program documentation.
- Develop reports and dashboards highlighting customer sentiment, feedback trends, engagement metrics, and strategic opportunities.
- Use customer insights to improve community programs, increase visibility of feedback, and support informed product decisions.
Requirements:
- 4+ years of experience in community management, customer success, customer support, program management, product feedback management, market research, user research, or a related customer-facing role.
- Demonstrated experience managing external customer relationships in a professional environment.
- Strong customer success mindset with excellent communication, collaboration, and stakeholder management skills.
- Hands-on experience using CRM platforms and customer engagement tools to manage interactions and relationships.
- Experience using AI tools to analyze qualitative feedback, identify patterns, and generate actionable insights.
- Excellent written and verbal communication skills with the ability to create clear documentation, reports, and presentations.
- Proven ability to facilitate meetings, develop agendas, coordinate follow-ups, and manage stakeholder expectations.
- Strong organizational and project management skills with the ability to handle multiple priorities in a fast-paced environment.
- Ability to analyze customer feedback, identify recurring themes, and translate insights into recommendations.
- Strong analytical thinking, problem-solving abilities, and exceptional attention to detail.
- Ability to work independently while collaborating effectively with Product, UX, Research, and Operations teams.
- Experience with customer advisory boards, beta programs, user communities, or customer engagement initiatives is considered an asset.
- Experience supporting SaaS products, enterprise software platforms, or technology organizations is considered an asset.
- Familiarity with product development processes, roadmap planning, and customer feedback workflows is preferred.
Benefits:
- Competitive contract rate of CAD 55–62 per hour.
- Fully remote position available across Canada.
- Opportunity to work with a leading enterprise technology environment supporting large-scale customer initiatives.
- Exposure to customer experience, product strategy, and user-driven innovation projects.
- Collaborative work environment with cross-functional teams across Product, UX, Research, and Operations.
- Opportunity to influence product improvements through direct customer insights and feedback programs.
- Flexible remote work structure supporting autonomy and professional growth.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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