Sr. Membership Community Specialist - Remote

Job Summary

As part of our Customer Support Center, The Sr. Membership Specialist will work in a remote, collaborative and engaging environment, interacting with customers from all walks of life. Membership Community Specialists are responsible for answering member questions and moderating user-generated content on our platform. 

Job Responsibilities

This role will administrate the community guidelines and content rules as well as moderate our user community and answer customer-service related inquiries within our Membership app.

Membership Community Specialists are responsible for answering member questions and moderating user-generated content on our platform by reviewing graphics, images, videos, and/or written content to ensure the content meets the community guidelines and to escalate any content that violates the parameters set and includes implementing the H-D Brand "voice" consistently across the community in order to communicate effectively with designated audiences and drive social media engagement. 

The role is imbedded within the Customer Support Center operations with a dotted line to the Marketing team and works with all areas of H-D to:

• Implement strategic content and community moderation actions
• Manage day-to-day community moderation of community forums/groups
• Review content to determine community guidelines are met while upholding a high standard of accuracy and quality
• Review, classify and/or eliminate highly sensitive content, uploaded by users, according to the parameters defined by the client 
• Investigate and resolve complex issues regarding content and customer service within agreed-upon turnaround times and standards of quality
• Comply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the information
• Participate in frequent refresher training to always implement correct policies
• Able to moderate traumatic, sensitive, and potentially offensive content
• Administer key workflow changes, operational guidelines, policy updates and Community Standards

Education Requirements

Experience Requirements

• 3+ years of social media content and community moderation experience
• Familiarity with motorcycling culture, community, and consumer behaviors is strongly preferred.
• Experience with metrics reporting, social moderation, and social copywriting.
• Experience and understanding of online communication: forums, group chats, social media.
• Deep Customer Empathy and a passion for continuously engaging with customers across social and community channels in order to best understand and serve them.
• Excellent verbal and written communication skills that allow you to engage professionally, respectfully and clearly with others.
• Experience with Hive social or other similar community moderation tools.
• Understands the impact of social media industry trends on business needs including memes, hashtags, trending topics, and language of multiple generations of users (Gen Z, Millennial, Gen X, Boomer).
• Curiosity and commitment to testing new ideas and innovating to drive business results.