Title: Community Response & Engagement SpecialistDepartment: Business Development and MarketingReporting to: AD, Digital and Partner MarketingCompensation: $68K - $93K CADLocation:Remote - Canada(Candidates based in British Columbia, Alberta, Manitoba, Saskatchewan, Ontario, Nova Scotia or willing to relocate)About the Opportunity:The Community Response & Engagement specialist is responsible for monitoring and addressing high-visibility online community discussions related to World Education Services (WES); to include but not limited to Reddit, Google, Yelp, LinkedIn. This role ensures that accurate, current information about WES services, processes, and policies is represented in public forums that significantly influence customer perception, Google search results, and generatedanswers.The rolereports into the Associate Director, Digital and Partner Marketing and operateswith ameasured,risk-aware approach, emphasizing factual clarification, misinformation mitigation, and redirection to official support channels without creating unmanaged customer service obligations or community moderation responsibilities.What You'll Do:Community Monitoring & Insights- Monitor public social platform discussions where WES services, timelines, evaluations, or policies are referenced.
- Identify high visibility legacy threads and emerging discussions that may influence customer perception or search results.
- Track recurring questions, pain points, ormisunderstandingssurfacing in community conversations.
Information Accuracy & Misinformation Management- Provideclear, factual, and broad responsestogeneral questionsabout WES processes and services whereappropriate.
- Correct misinformation or outdated narratives that could materially mislead prospective users.
- Ensure all responses align with current policies, approved messaging, and organizational values.
Risk Management & Escalation- Assess sensitivity and potential reputational risk before engaging in discussions.
- Escalate complex, highly visible or sensitive threads toappropriate internalstakeholders (Business Development, Customer Service, Policy, Legal, Communications, Leadership).
- Avoid direct engagement on individual case handling or scenarios requiring personalized support.
Customer Direction & Enablement- Guide users toward official WES documentation, FAQs, and support channels foraccurateand specific assistance.
- Reinforce the role of official WES channels as the primary source of authoritative information.
Cross-FunctionalCollaboration- Collaborate closely with Customer Service leadership to ensure alignment during periods of elevated ticket volume.
- Share insightsregularlywith Customer Experience, Marketing, Product, and Communications teams to inform:
- FAQ and documentation improvements
- Process clarity opportunities
- Proactive content or messaging updates
Governance & Brand Representation- Maintain a credible, respectful, and professional presence that reflects WES's mission and values.
- Participateselectively and intentionally, without positioning WES as an always-on community moderator.
- Follow approved engagement guidelines and escalation protocols at all times.
Your Experience:Required- Bachelor's degree in marketing or a related field or equivalent relevant work experience.
- 3-5 yearsprofessionalexperience in online community management
- Strong written communication and judgment in public facingenvironments
- Deep understanding of customer experience, digital reputation, and online community dynamics
- Ability to balance transparency with risk management
- Comfort working across Product, Marketing, Customer Service, and Communications teams
- High discretion, credibility, and sensitivity to brand trust
- Strong alignment with WES mission and values anddemonstratesa growth mindset
Desired- Experience in the education and/or non-profit space.
- French-speaker
What We Offer:Joining our team at WES means embarking on a purpose-driven career with a global impact, where you contribute daily to making a tangible difference in the lives of people worldwide. You'll thrive in an employee-centric environment, with access to learning opportunities, pathways for personal and professional development, and recognition of your achievements. Our inclusive, mission-driven culture values employees and focuses on investing in our people through our culture, people framework, and programming while offering the flexibility of remote work options.
- Work-Life Harmony: We believe that success is all about maintaining balance. Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies designed to assist you in maintaining a healthy equilibrium between your personal and professional commitments. Our comprehensive wellness programs and work environment are focused on fostering your well-being.
- Rewards and Recognition: Your dedication and achievements are the cornerstone of our success. We recognize the importance of valuing your hard work, which is why we offer competitive compensation, comprehensive benefits, and tangible rewards to celebrate your contributions.
- Professional Growth and Development: We are committed to nurturing growth within our team, recognizing that growth is essential to providing opportunities for career advancement and ongoing professional development. To prioritize your learning and success, we invest in comprehensive training programs and offer tuition reimbursement opportunities. We promote a culture of continuous learning that empowers you to thrive and evolve in your career.
- Innovation and Impact: Engage in work that directly transforms lives and empowers individuals and communities by expanding access to global educational and professional pathways. Join us in fostering a culture that values innovation, embraces new approaches, and leverages transformation to implement and drive impactful change.
- Community and Connection: Our team is made up of individuals from different cultures and backgrounds who have varying perspectives and ideas. Our diverse workforce reflects the global community we serve, and we take pride in it. We are committed to fostering a workplace where everyone feels valued, respected, and included. Experience the power of connection by participating in a range of activities, including employee-led resource groups, town halls, collaborative team events, meaningful volunteer opportunities, and initiatives that promote equity, celebrate diversity, and cultivate a strong sense of belonging within our organization.
Values:- Opportunity - We open doors so people can build better futures.
- Inclusion - We become stronger, more creative, and more resilient when we embrace diversity.
- Equity - We uphold fairness and justice in our work and actions.
- Enterprising - We are resourceful, inventive, and driven.
