Remote Community Experience & Engagement Lead

Unit4; Lisboa; Hybrid; EUR 26,000 - 38,000; Full time

Benefits offered by this job

Flexible Leave Paid Time Off

Remote working opportunities

Global Wellbeing Days

Job summary

Unit4 in Portugal is seeking a customer-focused Community Experience & Engagement Specialist to ensure Community4U delivers an exceptional customer experience through effective moderation, UX optimization, and continuous platform improvement.

You will work with Customer Success, Support, Product, and Digital Customer Experience teams to keep community experiences relevant, intuitive, and aligned with customer needs, balancing daily moderation with AI-driven enhancements.

Qualifications

• 1-2 years' experience in Community Management, Customer Experience, Digital Engagement, or a related discipline.
• 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 for AI-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.

Responsibilities

• 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.
• 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 to improve efficiency, content quality, customer experience, or moderation activities.
• Support the implementation and adoption of AI-assisted capabilities in Community4U.

Skills

Community Moderation

Customer Experience

Digital Engagement

AI Tools

Cross-functional Collaboration

Tools

Analytics tools

Job description

Unit4 in Portugal is seeking a customer-focused Community Experience & Engagement Specialist to ensure Community4U delivers an exceptional customer experience through effective moderation, UX optimization, and continuous platform improvement.

You will work with Customer Success, Support, Product, and Digital Customer Experience teams to keep community experiences relevant, intuitive, and aligned with customer needs, balancing daily moderation with AI-driven enhancements.