Remote Community Experience & Engagement Lead

UNIT4 NV; Lisboa; Hybrid; EUR 26,000 - 32,000; Full time

Benefits offered by this job

Remote working opportunities

Flexible leave

Career development

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Community Management

Customer Experience

AI interest

Strong communication

Tools

Analytics tools

Job description

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.