Senior Community Specialist

About the role: 

We're looking for a Senior Community Specialist to lead and grow one of our largest merchant communities. This role sits at the intersection of community building, customer insights, brand reputation, and merchant success. You'll be responsible for creating meaningful experiences for entrepreneurs, fostering engagement, identifying opportunities and risks, and helping shape how thousands of merchants experience our brand. You'll work closely with Product, Support, Marketing, Education, and Leadership teams to ensure the voice of our merchants is heard and acted upon. This is a highly autonomous role for someone who can balance strategic thinking with hands-on execution.

Your daily tasks will include:

Community Growth & Engagement:

• Own the day-to-day management of a large online merchant community.

• Develop and execute engagement campaigns, events, and initiatives.

• Foster a welcoming, supportive, and high-value community environment.

• Encourage member-generated content, peer-to-peer support, and community leadership.

• Monitor community health metrics and continuously improve engagement.

Community Programs:

• Manage and grow ambassador, advocate, or community leadership programs.

• Recruit, onboard, and support top community contributors.

• Create opportunities for members to share expertise and success stories.

• Build scalable systems that empower community members to contribute.

Brand Reputation & Crisis Management:

• Monitor community sentiment and identify emerging risks.

• Respond to sensitive conversations with empathy and professionalism.

• Partner with internal teams during product launches, incidents, and major announcements.

• Help protect and strengthen brand trust during challenging situations.

Customer Insights:

• Gather merchant feedback and surface actionable insights.

• Conduct surveys, interviews, and feedback initiatives.

• Identify recurring pain points, opportunities, and trends.

• Partner with Product and Support teams to ensure community insights influence decision-making.

Cross-Functional Collaboration:

• Work closely with Product, Support, Marketing, Education, and Operations teams.

• Help coordinate community communications for launches, updates, and initiatives.

• Represent community perspectives in internal discussions and planning.

• Drive projects that improve the overall merchant experience.

Content & Events:

• Create engaging community content and discussion prompts.

• Support webinars, workshops, live sessions, and virtual events.

• Collaborate with subject matter experts, mentors, and community leaders.

• Experiment with new formats and initiatives to increase participation and value.

Your qualifications:

• 2+ years of experience in Community Management, Customer Marketing, Customer Success, Social Media, or a related field.

• Experience managing online communities.

• Strong written and verbal communication skills.

• Excellent relationship-building and stakeholder management abilities.

• Ability to work independently and manage multiple projects simultaneously.

• Strong problem-solving skills and sound judgment.

• Comfortable analyzing data and using insights to drive decisions.

• Experience handling sensitive community conversations and escalations.

What we offer:

• A global, inclusive team that’s as supportive as it is ambitious and serious about getting things done

• An opportunity to work remotely

• Flexible working hours (start your day as late as 10 AM)

• Private health insurance

• 2 extra paid days off to focus on your mental or physical well-being

• 1 extra paid day off to celebrate a Birthday or any other celebration of your choice

• Learning Budget to support your professional development.

• Access to mentorship, internal meetups, and hackathons, both on-site and online

• Exciting team-building events and parties you’ll never forget!

• Design and order your own merch using our platforms with an employee discount

FYUL is the engine that powers on-demand commerce at global scale.

Formed in 2024 through the merger of Printful, Printify, and Snow Commerce, we bring together tech, talent, and infrastructure to help people turn ideas into beautiful products.

From solo creators to entertainment giants, FYUL powers merch that connects with millions, backed by advanced tech, premium production, and global reach.

We're a fast-growing global company working toward powering great brands, great experiences, and great people.

We are an equal-opportunity workplace. We’re committed to diversity and inclusion and make hiring decisions based solely on qualifications, merit, and work experience.

If you think you’d excel in this role, send us your resume in English, showing us why you are the right person for the job.

Interested, but don’t think this is the right fit for you? Feel free to share it with friends and check out other open positions at our career site. We’re always looking for creative and driven minds to join our ever-growing team.