Client Support - Community / Social Leader

Location Requirements: This role is Hybrid to one of our offices: Austin, Wayne, or Naperville. Remote candidates will be considered.

Your role on the team:

The Community Leader oversees and actively participates in Frontline's online communities, facilitating the exchange of ideas, questions, and resources among members. This role involves developing and implementing community engagement strategies, moderating discussions, and ensuring timely and high-quality responses to comments and inquiries. The Community Leader plays a key role in driving meaningful conversations, stimulating thought-provoking discussions, and maintaining a vigilant stance in encouraging and fostering engaging spaces within the communities. The Community Leader’s multi-faceted responsibilities contribute to the overall success and dynamism of Frontline’s on-line communities.

Primary roles of the Community Leader:

• Community facilitation and engagement
• Content management and governance
• Site management

You can expect to:

The Community Leader will establish outreach and communication activities designed to promote and generate awareness of the community by creating a continuous flow of information from the community to its members. In addition, establish ways to alert community members of new information and functionality as it is added to the community space.

• Continually enhance the community management strategy
• Promote the Community to its Members
• Create Opportunities to Learn and to Connect
• Recognize Individual Members
• Engage Members via the Community
• Facilitate engagement between Frontline Employees and Clients
• Define and develop a community management strategy
• Organize various community-building initiatives and events to cultivate, promote, and grow awareness and participation in community forums
• Creating content such as blog posts, articles, newsletters, communications materials, and material for social media channels
• Monitoring and optimizing community engagement levels
• Build relationships with clients, potential clients, and industry professionals

Content Management and Governance

• Enforce community guidelines for contributing knowledge objects and initiating discussion threads to maintain a positive collaborative space
• Help populate the site with content by mapping member-contributed knowledge objects to the appropriate areas within the context of the organizing framework
• Work with Subject Matter Experts to identify and map critical knowledge objects and to develop a logical organization of content, making it readily available and easily accessible to members.
• Review existing content for currency, relevance, accuracy, and applicability
• Create summaries of knowledge objects, to relate to the community's specific needs
• Update, archive, or delete items as appropriate
• Understand the policies relevant to the Community Moderator role

Site Management

• Establish and maintain process to audit existing content and data sources to drive the continual updating of community content
• Monitor usage activity
• Track usage trends and reports activity
• Manage implementations of new product communities

What you bring to the role:

• Enjoy the fast-paced environment of a rapidly growing company
• Self-driven and able to multi-task with the ability to deliver results with minimal supervision
• Solid decision-making skills and sound judgment to report inappropriate content on the community forums
• Energized by the opportunity to learn new things, perform at a high level in a team environment and creatively solve problems.

This role requires:

• Experience in Zendesk Gather, or other community application(s), and social media
• Strong attention to detail
• Excellent verbal and written communication skills (ability to utilize specialized nomenclature of multiple products)
• Prior customer service and/or technical support experience

Who we are:

Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.

We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.

Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The perks of being a Frontliner:

Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, and unlimited PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.