Interaction Management: Maintain constant oversight and provide precise responses to customer inquiries, messages, comments or requests within our community channels
Mediation & Moderation: Ensure adherence to the brand's communication standards and intervene diplomatically to resolve grievances or misunderstandings
Knowledge Capitalization: Identify recurring questions to enrich our Knowledge Base and collaborate with the Support team to harmonize response protocols
Peer-to-Peer Facilitation: Encourage and highlight solutions provided by community members to one another, fostering user autonomy and organic engagement
Escalation & Alerting: Detect critical signals or major bugs reported by the community and report them rigorously to the technical teams or Client Care management
Operational Reporting: Monitor performance indicators related to satisfaction (Community CSAT), response times, and the volu...