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About the Role

The Community Response & Engagement Specialist monitors and addresses high-visibility online community discussions related to World Education Services (WES) on platforms like Reddit, Google, Yelp, and LinkedIn. This role ensures accurate, current information about WES services, processes, and policies is represented in public forums that influence customer perception and search results. The position emphasizes factual clarification, misinformation mitigation, and redirection to official support channels without creating unmanaged customer service obligations or community moderation responsibilities.

Responsibilities

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.
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Correct misinformation or outdated narratives that could materially mislead prospective users.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.
Assess sensitivity and potential reputational risk before engaging in discussions.
Escalate complex, highly visible or sensitive threads to appropriate internal stakeholders.
Avoid direct engagement on individual case handling or scenarios requiring personalized support.
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.
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, and proactive content or messaging updates.
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.

Requirements

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.
Experience in the education and/or non-profit space (desired).
French-speaker (desired).

Skills

Online community management
Written communication
Judgment
Customer experience
Digital reputation management
Online community dynamics
Risk management
Collaboration
Discretion
Credibility
Brand trust sensitivity
Growth mindset

Location

Remote - Canada

Work Type

Remote
Full-time

Experience Level

3-5 years professional experience

Education Level

Bachelor’s degree in Marketing or a related field or equivalent relevant work experience

Salary/Compensations

$68K - $93K CAD

Benefits

Access to learning opportunities
Pathways for personal and professional development
Recognition of achievements
Remote work options
Flexible scheduling
Generous time-off policies
Comprehensive wellness programs
Competitive compensation
Comprehensive benefits
Tangible rewards
Comprehensive training programs
Tuition reimbursement opportunities

About the Company

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, WES partners 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.

Equal Opportunity

World Education Services is committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada.
This commitment is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics.
This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits.
We comply with all applicable federal, state, and local anti-discrimination laws.
We welcome all applicants, irrespective of their experience perfectly fitting the job description, as we value diverse and innovative viewpoints.
At our organization, individuals who thrive in a culture of continuous learning and inclusive teamwork excel.
We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported and welcome members of all backgrounds and perspectives to apply.
If you require assistance and/or accommodation at any point during the recruitment process, please contact us at hiring@wes.org, we're here to support you.
Our Talent Acquisition team is happy to work with you to find solutions that meet your needs.