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Community Associate

location_on We are open to this position being remote.

Status: Full-time-time/Exempt

Report to: Operations Manager (OM)

Position Summary

A company is only as good as its people. The Joshin Community Associate impacts our brand, our product and our overall success. Responsible for our caregiver and member relationships, our Community Associate ensures that our families with special needs and our caregivers are able to connect, interact and have a delightful experience while using our platform.

Success in this role will require coordination with cross-functional partners across the organization to drive and manage Community programs from beginning to end, ensuring we deliver an amazing customer experience and drive key strategic initiatives. The Community Associate impacts our community in ways which increase user satisfaction and grow our markets.

Joshin has a positive, and supportive culture — we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?

What You Will Be Doing

  • Participate in internal Trust + Safety Committee
  • Coordinating with Recruiter and Operations Manager, develop and implement ongoing engagement strategies for members and caregivers; maintain data
  • Regularly complete quality assurance of member profiles
  • Evaluate member satisfaction; make recommendations on any process, platform or program updates to increase quality and user experience
  • Network, build and grow partnerships with stakeholders in current and future Joshin markets
  • Represent Joshin as a thought leader in social media groups
  • Organize and manage data gathered from focus groups of caregivers and/or members

What You Should Have

  • Minimum of 3+ years experience managing a growing and highly-engaged online customer community for a technology or sales-focused user base
  • Experience managing community software platforms such as VanillaSoft, Salesforce Experience Cloud, Khoros, Higher Logic, Discourse, etc.
  • An obsession with community-building and making data driven decisions to deepen value for community members
  • Deep customer empathy and solid judgement – the ability to quickly decide what to say, when to escalate, when to direct members to other resources
  • Exceptional written and verbal communication skills
  • Experience leveraging customer engagement programs to increase key SaaS business metrics
  • Highly organized with strong project/program management skills with the ability to solve complex problems by building scalable processes, systems, and solutions
  • Previous Outreach familiarity/experience, familiarity with Google Analytics or similar web analytics tools, and experience with design tools like Canva are a plus
  • Exceptional communication, collaboration, interpersonal and decision-making skills both within and outside of organization
  • Ability to travel (up to 20% of time)

What We Offer

  • Competitive salary
  • Paid time-off
  • Flexibility
  • Working at an emerging company early
  • We’ll leverage your passion and experience to make an impact

Joshin is a diverse and inclusive workplace where we learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives in a supportive place to work.

Come do the best work of your life here at Joshin.

Apply for this Role