Community Experience Specialist - Direct Messaging (With Sign-On Bonus)

BEAWESOME, INC.; Davao City; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Sign-On Bonus

Job summary

BEAWESOME, INC. in the Philippines is seeking a Community Experience Specialist - Direct Messaging (With Sign-On Bonus) to lead the Community Team, shape responses, and protect our brand across public channels.

You will coach agents, monitor quality, and ensure empathetic, on-brand interactions. This role requires clear, effective communication and the ability to handle high-visibility situations with confidence.

Qualifications

• A natural leader who inspires and brings out the best in others.
• Someone who invests in developing people by giving clear, actionable feedback
• Someone who sees the Community function as a brand experience channel and not just support
• A brand steward who understands every response is a public, permanent artifact
• Someone who genuinely enjoys connecting and communicating with people and can balance transparency, empathy and professionalism
• A positive, team-oriented individual who helps create a fun and supportive environment
• Someone who loves to coach, share knowledge, and lead by example
• A strong communicator who demonstrates exceptional written communication and can model and teach brand voice effectively
• Someone who is emotionally intelligent and can navigate high-emotion situations calmly with empathy and confidence
• A thoughtful decision maker who knows when to follow guidelines vs apply nuance

Responsibilities

• Lead the day-to-day agent activity of the Community Team
• Lead by example with best-in-class community responses
• Conduct 1:1 agent coaching and feedback loops to deliver high-quality, brand-aligned responses across all public channels
• Monitor agent performance across individual and team productivity to department KPIs, metrics, reports, and action plans
• Act as first point of escalation for supervisory requests related to Community issues
• Ensure all public interactions reflect company values and build long-term trust
• Guide the team in navigating high-visibility or sensitive situations and act as a decision maker in ambiguous or escalated scenarios
• Work with Team Manager to execute daily oversight on team attendance and productivity
• Work with Team Manager to execute agent PIPs or corrective action plans
• Provide backup support across other support channels as needed

Skills

Leadership

People coaching

Empathy

Brand voice

Communication

Job description

Community Experience Specialist - Direct Messaging (With Sign-On Bonus)

The Community Experience Specialist - Direct Messaging (With Sign-On Bonus) is a key member of the Customer Care leadership team, operating at the intersection of customer experience, brand reputation, and community engagement. This role plays a critical part in moderating social media and review channels to protect brand integrity and foster meaningful connections with the community. Through thoughtful, empathetic, and on-brand interactions, this leader helps steward organic conversations, identify emerging customer sentiment, and elevate authentic customer advocacy. They create an environment where Community agents feel supported, motivated, and empowered to deliver exceptional experiences across every public touchpoint. A Community Experience Specialist - Direct Messaging (With Sign-On Bonus) is responsible for the coaching, productivity, and performance of customer service representatives within the Community Team, leading by example and knowing how to motivate and inspire a team of contributors.

Join our Awesome CX by Transcom Family as a Community Experience Specialist - Direct Messaging (With Sign-On Bonus)! *Terms & Conditions Apply

Key responsibilities

• Lead the day-to-day agent activity of the Community Team


• Lead by example with best-in-class community responses


• Conduct 1:1 agent coaching and feedback loops to deliver high-quality, brand-aligned responses across all public channels


• Monitor agent performance across individual and team productivity to department KPIs, metrics, reports, and action plans


• Act as first point of escalation for supervisory requests related to Community issues


• Ensure all public interactions reflect company values and build long-term trust


• Guide the team in navigating high-visibility or sensitive situations and act as a decision maker in ambiguous or escalated scenarios


• Work with Team Manager to execute daily oversight on team attendance and productivity


• Work with Team Manager to execute agent PIPs or corrective action plans


• Provide backup support across other support channels as needed

What we are looking for:

To be successful in this role, you must have...

• A natural leader who inspires and brings out the best in others


• Someone who invests in developing people by giving clear, actionable feedback


• Someone who sees the Community function as a brand experience channel and not just support


• A brand steward who understands every response is a public, permanent artifact


• Someone who genuinely enjoys connecting and communicating with people and can balance transparency, empathy and professionalism


• A positive, team-oriented individual who helps create a fun and supportive environment


• Someone who loves to coach, share knowledge, and lead by example


• A strong communicator who demonstrates exceptional written communication and can model and teach brand voice effectively


• Someone who is emotionally intelligent and can navigate high-emotion situations calmly with empathy and confidence


• A thoughtful decision maker who knows when to follow guidelines vs apply nuance