About the Company
TELUS International is a leading global customer experience and digital solutions provider. We partner with some of the world’s most innovative brands to deliver next-gen digital experiences, focusing on human connections. Our team members around the globe provide comprehensive digital customer experience, content moderation, AI data solutions, and more. We are committed to fostering a diverse and inclusive environment where every team member can thrive.
Job Description
We are seeking a dedicated and empathetic Online Forum Community Guide to join our remote team. This full-time role is crucial for fostering a positive, engaging, and safe environment within our client’s online communities. As a Community Guide, you will be the front-line ambassador, moderating discussions, assisting users, and ensuring community guidelines are followed. This position requires availability for weekend and evening shifts to best support our global user base. This is a 100% remote opportunity, allowing you to work from the comfort of your home in Wilkes-Barre, PA. Comprehensive training will be provided to ensure you are fully equipped for success, making this an ideal role for individuals passionate about online communities who are looking to start or advance their career.
Key Responsibilities
- Actively monitor and moderate online forums and discussion boards to ensure adherence to community guidelines and terms of service.
- Engage with community members in a positive, helpful, and professional manner, answering questions and facilitating discussions.
- Identify and resolve conflicts or disruptive behavior, escalating complex issues to senior moderators or management when necessary.
- Review and approve user-generated content, comments, and posts, ensuring quality and appropriateness.
- Provide regular feedback and insights on community trends, sentiment, and recurring issues.
- Assist in the development and refinement of community guidelines and moderation best practices.
- Collaborate with internal teams to communicate user feedback and contribute to community strategy.
- Maintain a high level of discretion and confidentiality regarding user data and community discussions.
Required Skills
- Exceptional written communication skills with a strong command of English grammar and spelling.
- High level of empathy, patience, and emotional intelligence.
- Ability to make sound judgments and decisions quickly in a fast-paced environment.
- Strong problem-solving abilities and a proactive attitude.
- Reliable internet connection and a dedicated, distraction-free home workspace.
- Comfortable with weekend and evening shift work.
- Proficiency in using online forum platforms and communication tools.
Preferred Qualifications
- Previous experience as an active participant or moderator in online forums or social media communities.
- Familiarity with various online community management tools.
- Basic understanding of data privacy and online safety principles.
- Experience in customer service or support roles.
- A genuine passion for building and nurturing online communities.
Perks & Benefits
- Competitive annual salary.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Employee assistance program.
- Dynamic and supportive remote work environment.
- Access to employee wellness programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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