AI-First Community Expert

$200,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($100 USD/hour)

Most brand communities look busy but don’t actually resolve customer problems. Customers want to self-serve. Nearly 80% try to solve issues on their own and 90% expect an online portal, yet only about 20% of issues are fully resolved in self-service today. The gap is caused by scattered knowledge, weak configuration, and no ownership, so conversations bounce back into expensive live channels.

We approach the problem like operators, not moderators. Our north star is a high-performing customer community that drives strategic engagement, reduces support load through true self-service, and accelerates customer success. That shows up as three concrete outputs: presentation-ready Community Strategy Reviews anchored to business goals and measurable KPIs, Platform Configuration Packages that ship from staging to prod without drama, and Client Training Sessions that enable teams to self-manage key functions and actually improve capability.

This job is a senior advisor-builder hybrid. About a third of your week will be strategy: discovery with stakeholders, KPI analysis against benchmarks, ruthless prioritization, and a roadmap you can defend to an executive. Another third is configuration: you make the admin console sing, test in staging, deploy cleanly to production, and leave behind clear rationale. The rest is enablement: tailored, live remote sessions with objectives, interactive walkthroughs, live Q&A, and follow-ups that earn >85% satisfaction and unlock self-reliance. It is not content calendars, social posting, or firefighting moderation queues. It’s not waiting for a playbook and owning outcomes.

You’ll sit with a senior, outcomes-obsessed team that partners across Customer Success, Support, and Marketing. Your work lands in reduced ticket volume, higher engagement quality, faster time-to-value, and platform usage that maps to revenue and retention. If you like blending strategy with hands-on implementation, then this is where you do the best work of your community career. Apply and help us build communities that carry their own weight.