Community Experience & Engagement Specialist

UNIT4 NV; Lisboa; Híbrido; EUR 26 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote working opportunities

Flexible leave

Career development

Resumo da oferta

UNIT4 NV is seeking a Community Experience & Engagement Specialist to ensure Community4U delivers an exceptional customer experience through effective moderation, user experience optimisation, and continuous platform improvement.

You will manage customer interactions, identify gaps, and support platform enhancements that boost engagement, self-service success, and satisfaction, working with Customer Success, Support, Product, and Digital Customer Experience teams.

Qualificações

• 1–2 years' experience in Community Management, Customer Experience, or related discipline.
• Experience moderating online communities, forums, or customer engagement channels is valued.
• Strong understanding of customer experience principles and digital self-service best practices is valued.

Responsabilidades

• Moderate daily community discussions and respond to questions and comments.
• Coordinate escalations to subject matter experts for unresolved issues.
• Identify recurring issues and emerging trends in customer conversations.
• Analyse user behavior and journeys to uncover friction points and opportunities.
• Support usability testing and validation for proposed enhancements.
• Explore AI-powered tools to improve efficiency, content quality, and moderation.

Conhecimentos

Community Management

Customer Experience

AI interest

Strong communication

Ferramentas

Analytics tools

Descrição da oferta de emprego

Community Experience & Engagement Specialist

Full-time

Salary Range

25,680 – 32,186 EUR

Company Description

MeetUnit4 .With over 40 years of heritage,we’rean agile, fast growing, Cloud company that ison a mission toredefineEnterpriseResource Planning (ERP) for mid-market people-centric organisations.

With ourinnovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.

At the heart of what we do lies a simple yet profound purpose:Improve how people work by focusing on what truly matters.—A powerful statement that enablesdifferent priorities fordifferent people.

We’reshapinghow work shouldfeel,and we empowerourpeopleby providing them with the right tools to achieve the autonomy they need -it'swhat makes us unique.

Job Description

We are seeking a customer-focused Community Experience & Engagement Specialist to ensure Community4U delivers an exceptional customer experience through effective moderation, user experience optimisation, and continuous platform improvement.

In this role, you will be accountable for maintaining the quality, responsiveness, and usability of the Community4U experience by proactively managing customer interactions, identifying experience gaps, and supporting platform enhancements that improve customer engagement, self-service success, and customer satisfaction.

You will work closely with Customer Success, Support, Product, and Digital Customer Experience teams to ensure community experiences remain relevant, intuitive, and aligned with customer needs. The role combines operational excellence with a strong customer-centric mindset, balancing day-to-day community management with continuous improvement initiatives and AI-enabled innovations.

What Success Looks Like in This Role

Success is defined by the quality, consistency, and impact of the Community4U experience, specifically:

• Community discussions are actively moderated, maintained, and responded to in a timely manner.
• Unanswered questions are proactively managed, reducing customer wait times and improving resolution rates.
• Customer friction points, navigation challenges, and usability concerns are identified and addressed through continuous UX improvements.
• Community engagement, discoverability, and self-service effectiveness continuously improve over time.
• AI-enabled features and automation opportunities are successfully adopted to enhance customer and operational experiences.
• Platform improvements contribute to measurable reductions in customer effort and increased digital engagement.

Key Responsibilities

Community Moderation & Operations

• Perform daily moderation of community discussions, questions, comments, and user-generated content.
• Manage unanswered questions and coordinate internal escalations to appropriate subject matter experts.
• Identify recurring customer issues and emerging discussion trends.

User Experience & Customer Journey Improvement

• Identify navigation, search, discoverability, and usability issues affecting customer success.
• Analyse user behaviour, engagement data, and customer journeys to uncover friction points.
• Support usability testing and validation activities for proposed enhancements.
• Develop recommendations that improve customer journeys, engagement, and self-service effectiveness.
• Strong interest in AI-powered tools and automation capabilities, with a desire to leverage them to improve efficiency, content quality, customer experience, and moderation activities.
• Support the implementation and adoption of AI-assisted capabilities in Community4U.

Qualifications

• 1-2 years' experience in Community Management, Customer Experience, Customer Success, Digital Engagement, or a related discipline, with demonstrated responsibility for independently managing customer-facing programmes or digital communities.
• Experience moderating online communities, forums, knowledge-sharing platforms, or customer engagement channels is valued.
• Strong understanding of customer experience principles and digital self-service best practices is valued.
• Hands-on experience with community platforms, customer success systems, analytics tools, or related technologies is valued.
• Experience identifying and analysing customer feedback, behaviour patterns, and usability challenges.
• Ability to translate customer needs and observations into practical improvement recommendations.
• Genuine interest forAI-powered tools or automation capabilities to improve efficiency, content quality, customer experience, or moderation activities.
• Strong communication skills, with the ability to collaborate across multiple functions.
• A genuine passion for customer advocacy, digital experiences, and continuous improvement.

Additional Information

Who we are

We area people-first communitythatnurturesall the areas that surround your working experience.With us,you’llbe surrounded by ahigh-performanceteam that supports yourauthentic self and celebrates your uniqueness.
We believe that‘How work should feel’is an evolvingstatement.Work goes beyond tasks and everyday responsibilitiesit’sabout feeling valued, empowered, promoted, impactful, seen, andappreciated.

We are reimagining how work makes people feel.

What we offer

• aculture built ontrustand accountability- giving you the freedom and autonomy to be successfuland make an impact
• balance - with ourFlexible Leave Paid Time Off policy, remote workingopportunities,Global Wellbeing Days,and other greatbenefits
• growth opportunities -we provide the tools and guidancerequiredso that you can focus on what really mattersto youandso, ultimately,you canachieve your best work
• talentedcolleagues , role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• a commitment tosustainability - with initiatives such as ourEnvironmental, Social, and Governance strategy andAct4Good programme
• asafe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:

Discover how we enable work-life fusion for our people so they can bring their full selves to work and excel in their careers, while also prioritizing their personal lives and physical/mental wellbeing

Explore our benefits and discover how we create a truly rewarding experience—combining practical and tangible benefits with meaningful support.