Community Engagement & Insights Specialist

JoyRide Superapp; Antipolo; On-site; PHP 360,000 - 600,000; Full time

Job summary

JoyRide Superapp seeks a Community Management Specialist to be its feedback engine for drivers and customers, engaging them across chats, reviews, social, and support trends. You’ll own issues end-to-end and report insights to Support and Strategy & Ops for action.

Responsibilities include monitoring channels, driving driver engagement, reactivating customers, and managing follow-through on escalations. Strong English/Filipino communication required.

Qualifications

• 2-4 years in community management, driver/customer support, or field operations.
• Comfortable monitoring multiple channels (group chats, reviews, tickets) and judgements on what to resolve directly vs escalate.
• Strong communicator in English and Filipino, able to shift tones between supportive and persuasive.
• Able to build trust with drivers while remaining accountable.
• Organized enough to track multiple conversations and regions at once.
• On-demand marketplace experience is a strong plus.

Responsibilities

• Monitor driver group chats and social posts; track trends and sentiment, regionally when assigned.
• Engage drivers directly: post updates, boost morale, and encourage reactivation.
• Engage customers with a sales-oriented approach to re-engage concerns with promos.
• Resolve concerns where possible and own follow-through on escalations until closed.
• Participate in reactivation programs and special projects assigned by the Manager.
• Post driver recruitment ads in chats when regions need supply.
• Report sentiment and issues at group level to Support and Strategy & Ops regularly.

Skills

Multichannel monitoring

Bilingual English/Filipino

Community engagement

Stakeholder management

Problem solving

Job description

JoyRide Superapp seeks a Community Management Specialist to be its feedback engine for drivers and customers, engaging them across chats, reviews, social, and support trends. You’ll own issues end-to-end and report insights to Support and Strategy & Ops for action.

Responsibilities include monitoring channels, driving driver engagement, reactivating customers, and managing follow-through on escalations. Strong English/Filipino communication required.