Global Community Specialist

At Gen, our social communities are where our brands and our customers truly meet. We're looking for a Community Specialist to help bring that relationship to life—responding with empathy, sparking engagement, and creating brand advocacy.

In this global role, you'll support the family of consumer brands at Gen across social platforms, review sites and other digital touchpoints. You’ll play a critical role in helping us listen, learn, and respond to our community with authenticity and strategic clarity. You’ll put customers first, aim to resolve their issues, and constantly take the pulse of our community. You understand how a strong community response strategy can drive happy customers, build loyalty and ultimately grow the business.

This role sits within the Social team and reports to the Head of Social, working closely with content creators, advocacy leads, our customer service, and agency partners. It’s ideal for someone who’s equal parts empathetic listener, fast responder, strategic thinker, and digital native.

What You'll Do:

• Help contribute to and execute our global community response strategy across social platforms, review sites, and e-tail channels.
• Engage directly with community members by monitoring and responding to online comments, reviews, messages, and inquiries, resolving concerns, and sparking advocacy with every interaction.
• Write thoughtful, on-brand responses and contribute to playbooks, tone guidelines, and FAQs.
• Support real-time response during high-volume moments and crisis situations with speed and clarity.
• Use GenAI tools and automation to expand the reach and efficiency of our social care—enabling a lean team to operate with the scale and precision of a much larger one.
• Collaborate with internal teams to understand strategic priorities across campaigns and content.
• Work cross-functionally with Customer Service, Product, and Customer Success teams to ensure community insights don’t just stay in social, but help improve the product, clarify communications, and enhance support experiences.
• Monitor sentiment and real-time trends to identify emerging issues, customer needs, and brand-building opportunities.
• Use social listening tools and dashboards to deliver insights that improve customer experiences and sentiment.

What You'll Bring:

• 5+ years experience in social media, community building, consumer brand experience, or other global marketing roles.
• BA degree in Communications, Marketing, Social Media or other related discipline preferred
• A deep understanding of major social platforms and how tone, timing, and messaging affect community perception.
• Excellent writing and interpersonal skills—you’re sharp, warm, and know how to keep a conversation on-brand.
• A curious, proactive mindset—you keep an eye on emerging trends, customer behavior, and evolving tools.
• Comfortable working with tools like Sprout or similar for social monitoring and response.
• Experience collaborating with cross-functional teams including marketing, product, and customer support.
• Ability to analyze and interpret metrics, identify trends, generate actionable insights, and drive data-informed decision-making.
• A positive, can-do attitude with the mindset that both social and customer support is your jam!