Sr. Membership Community Specialist - Remote


Remote, WI, US


Auto req ID: 22351  
Title: Sr. Membership Community Specialist - Remote  
Job Function: Customer Service  
Location: Remote 
Company: Harley-Davidson Motor Company  
Full or Part-Time: Full Time  

 At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?


We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.


This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.

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

Bachelor's Degree Preferred

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.

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.


The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.


We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.

Applicants must be currently authorized to work in the United States.


Direct Reports: No 
Travel Required: 0 - 10% 
Pay Range: $80,000 - $100,000
Visa Sponsorship: This position is not eligible for visa sponsorship 
Relocation: This position is not eligible for relocation assistance 


Nearest Major Market: Eau Claire

Job Segment: Equity, Finance, Customer Service