Community Support Specialist | Communications Associate (II) [AQ-25753]

Aquent; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Aquent partners with a global technology leader to shape the user and creator experience across major public engagement channels. You will manage queries, deflect issues, and craft replies that resonate with diverse audiences while distilling feedback for product strategy.

You will work across social media, forums, and app store reviews, coordinating with Product, Marketing, and Operations to ensure consistent, brand-safe engagement at scale.

Qualifications

• 2–3+ years of professional communications writing experience (social copy, blogs, PR, or marketing).
• Hands-on experience running active public-facing social media or community channels.

Responsibilities

• Monitor, triage, and respond to user queries across public platforms to educate users, deflect issues, and safeguard brand reputation.
• Collaborate with product leads to develop engagement strategies and act as a liaison between product teams and the creator/user community during new feature rollouts.
• Define, launch, and execute day-to-day community engagement workflows across major app store platforms.
• Analyze user trends and distill community feedback into concise internal communications and escalations for cross-functional partners.
• Drive user-generated content initiatives by nurturing top contributors, organizing presentations, outreach, and product question handling.
• Deliver external communications with a friendly, empathetic, clear persona for modern audiences.
• Partner with Product, Marketing, Social Listening, and Operations to maintain strong cross-functional relationships.

Skills

Professional communications writing

Public-facing social media management

Tools

Sprinklr

Brandwatch

Job description

Aquent is partnering with a globally recognized technology leader that stands at the forefront of digital innovation, connecting billions of people worldwide. In this dynamic role, you will have a direct, tangible impact on global user engagement, community support, and brand protection, shaping how users interact with and experience cutting‑edge technology. By joining this flagship team, your unique voice and strategic insights will help foster a vibrant, supportive, and highly engaged global community.

The Opportunity

Step into a pivotal and exciting role where you will champion the user and creator experience across major public engagement channels! This is your chance to balance strategic go‑to‑market planning for upcoming product launches with hands‑on, high‑volume community execution. You will be at the heart of critical platforms—including social media channels, video community hubs, discussion forums, and mobile app store review ecosystems—directly managing queries, deflecting support issues, and crafting public replies that resonate. Beyond direct engagement, you will serve as a vital conduit, distilling real‑time community sentiment and user feedback into clear, executive‑ready insights that directly influence future product development and strategy.

What You Will Do

• Monitor, triage, and respond to user queries across key public platforms to educate users, deflect support issues, and safeguard brand reputation.
• Collaborate with product leads to develop engagement strategies and act as a crucial liaison between product teams and the creator/user community during new feature and product rollouts.
• Contribute to defining, launching, and executing day‑to‑day community engagement and review response workflows across major mobile application store platforms.
• Analyze incoming user trends, extract essential community feedback, and package actionable insights into concise internal communications and escalations for cross‑functional partners and leadership.
• Drive user‑generated content (UGC) initiatives by nurturing relationships with top community contributors, organizing presentations, conducting outreach, and addressing product questions.
• Deliver external communications using a “friendly concierge” persona—helpful, empathetic, clear, and relatable to modern audiences.
• Partner with cross‑functional teams across Product, Marketing, Social Listening, and Operations to foster strong relationships and seamless communication.

Must‑Have Qualifications

• Minimum of 2–3+ years of professional communications writing experience (e.g., social copy, blogs, public relations, or marketing communications) with a proven ability to tailor tone and voice across various contexts.
• Demonstrated hands‑on experience running active, public‑facing social media or community management channels.

Nice‑to‑Have Qualifications

• Approximately 4+ years of relevant experience, ideally within consumer‑facing (B2C), Gen Z‑focused, or large‑scale digital/entertainment environments.
• Background in social customer care, social support, or crisis response, prioritizing empathy, brand safety, and issue resolution over pure brand marketing.
• Experience using enterprise social listening and community management platforms such as Sprinklr, and familiarity with tools like Brandwatch.
• High comfort level balancing strategic planning with heavy, day‑to‑day execution, including writing copy, replying to comments, and monitoring threads.
• Strong cross‑functional management skills, a self‑directed problem‑solving ability, and comfort collaborating effectively across distributed and international teams.

Client Description

Join one of the world’s most iconic technology visionaries, consistently recognized as a global leader in digital innovation. Our client offers a high‑energy, collaborative environment where you will work alongside some of the industry’s brightest minds. This is a unique opportunity to gain experience within a multi‑billion dollar tech giant, contributing to high‑visibility projects that influence how the world connects and learns. For professionals looking to elevate their career, there is no better place to build your portfolio and witness large‑scale innovation in action.