Job details
Community Manager - Job Summary
Manage customer-facing support content and digital engagement, including the knowledge base and customer engagement portal, to create a seamless self-service experience.
Key Responsibilities
- Own and evolve the customer support portal (Civica AlwaysOn) as a central hub for self-service, engagement, and feedback
- Moderate and nurture community forums with timely responses and positive tone
- Drive initiatives to increase portal traffic and engagement
- Oversee creation, curation, and lifecycle of knowledge articles and FAQs
- Collaborate with Support, Engineering, and Product teams to ensure content accuracy and relevance
- Implement tagging and search optimisation strategies
- Act as voice of the customer, identifying pain points and opportunities for improvement
- Monitor and report on customer sentiment, portal usage, and content effectiveness
- Partner with Support and Product to close feedback loops and improve content quality
- Define and track metrics such as portal engagement, deflection rate, content helpfulness, and CSAT
- Provide regular insights to leadership on community health and customer experience trends
Requirements
- Experience in content strategy and knowledge management
- Experience building and moderating online communities
- Ability to encourage participation and foster trust in the support community
- Ability to translate feedback into actionable improvements
- Ability to define, track, and present metrics for data-driven decisions
- Experience using analytics to improve content and community health
- Ability to align content and community goals with broader business objectives
- Ensures content accuracy, consistency, and compliance
- Ability to deliver high quality output in a fast-paced environment
- Strong understanding of customer experience principles and support workflows
- Passion for customer advocacy and continuous improvement
- Excellent communication and writing skills
- Data-driven mindset with experience in reporting and analytics
Additional information about the company collected by GoodWord
About Civica
siteCivica makes software that helps deliver critical public services globally, supporting over 5,000 public bodies and more than 100 million citizens.
What Our Employees Say
- Civica offers a supportive and collaborative culture, frequently mentioned as a positive by employees. (www.glassdoor.co.uk)
- The company provides genuine opportunities for career progression and personal development. (www.civica.com)
- Flexible working options are available to help improve work-life balance for employees. (www.civica.com)
Challenges You Might Face
- Some employees have reported that salaries at Civica can be lower compared to industry averages. (www.glassdoor.co.uk)
- Rapid company growth sometimes leads to increased workloads and pressure on staff. (www.glassdoor.co.uk)
- There can be bureaucracy and slow decision-making which may impact project delivery. (www.indeed.com)