Community Response & Engagement Specialist (Remote)

Title: Community Response & Engagement Specialist

Department: Business Development and Marketing

Reporting to: AD, Digital and Partner Marketing

Compensation: $68K - $93K CAD

Location: Remote - Canada (Candidates based in British Columbia, Alberta, Manitoba, Saskatchewan, Ontario, Nova Scotia or willing to relocate)

Who We Are:   

World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals. Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale. From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change. Together with its partners, WES enables people to learn, work, and thrive in new places. For more information about WES, please visit our website at www.WES.org. 

About the Opportunity:

The Community Response & Engagement specialist is responsible for monitoring and addressing high-visibility online community discussions related to World Education Services (WES); to include but not limited to Reddit, Google, Yelp, LinkedIn. This role ensures that accurate, current information about WES services, processes, and policies is represented in public forums that significantly influence customer perception, Google search results, and generated answers. 

The role reports into the Associate Director, Digital and Partner Marketing and operates with a measured, risk-aware approach, emphasizing factual clarification, misinformation mitigation, and redirection to official support channels without creating unmanaged customer service obligations or community moderation responsibilities. 

What You'll Do: 

Community Monitoring & Insights

• Monitor public social platform discussions where WES services, timelines, evaluations, or policies are referenced. 

• Identify high visibility legacy threads and emerging discussions that may influence customer perception or search results. 

• Track recurring questions, pain points, or misunderstandings surfacing in community conversations. 

Information Accuracy & Misinformation Management 

• Provide clear, factual, and broad responses to general questions about WES processes and services where appropriate. 

• Correct misinformation or outdated narratives that could materially mislead prospective users. 

• Ensure all responses align with current policies, approved messaging, and organizational values. 

Risk Management & Escalation 

• Assess sensitivity and potential reputational risk before engaging in discussions. 

• Escalate complex, highly visible or sensitive threads to appropriate internal stakeholders (Business Development, Customer Service, Policy, Legal, Communications, Leadership). 

• Avoid direct engagement on individual case handling or scenarios requiring personalized support. 

Customer Direction & Enablement 

• Guide users toward official WES documentation, FAQs, and support channels for accurate and specific assistance. 

• Reinforce the role of official WES channels as the primary source of authoritative information. 

Cross‑Functional Collaboration 

• Collaborate closely with Customer Service leadership to ensure alignment during periods of elevated ticket volume. 

• Share insights regularly with Customer Experience, Marketing, Product, and Communications teams to inform:  

• FAQ and documentation improvements 

• Process clarity opportunities 

• Proactive content or messaging updates 

Governance & Brand Representation 

• Maintain a credible, respectful, and professional presence that reflects WES’s mission and values. 

• Participate selectively and intentionally, without positioning WES as an always-on community moderator. 

• Follow approved engagement guidelines and escalation protocols at all times. 

Your Experience:

Required

• Bachelor’s degree in marketing or a related field or equivalent relevant work experience.   

• 3-5 years professional experience in online community management

• Strong written communication and judgment in public facing environments 

• Deep understanding of customer experience, digital reputation, and online community dynamics 

• Ability to balance transparency with risk management 

• Comfort working across Product, Marketing, Customer Service, and Communications teams 

• High discretion, credibility, and sensitivity to brand trust 

• Strong alignment with WES mission and values and demonstrates a growth mindset 

Desired

• Experience in the education and/or non-profit space.

• French-speaker