Community Engagement Executive

About the role

The Community Engagement Executive will act as the voice of our customers across public platforms, ensuring timely, empathetic responses and driving continuous improvement in service standards. You will work with multiple regions, balancing a consistent brand tone with local nuances.

Key responsibilities

• Monitor and manage public feedback on social media, app reviews, Google Business and other platforms using social listening tools.
• Provide multilingual support and act as the primary contact for customers reaching out via any channel.
• Coordinate with stakeholders to investigate issues, communicate politely, and manage reputation.
• Execute service recovery procedures while minimizing costs.
• Maintain and localise FAQs and support content.
• Analyse sentiment trends, produce regular reports and suggest improvements.
• Collaborate with internal teams to refine workflows and enhance customer satisfaction.
• Support the development and testing of customer service tools, leveraging AI‑assisted solutions where appropriate.

Required profile

• Minimum 2 years of experience in customer support or community management, preferably in a multi‑region environment.
• Strong communication, problem‑solving and empathy with a customer‑centric mindset.
• Proficiency in a second language such as Mandarin or Bahasa Melayu is highly preferred.
• Comfortable using AI‑powered tools to improve efficiency.
• Highly analytical, detail‑oriented and able to translate feedback into actionable changes.
• Ability to thrive in fast‑paced settings while maintaining quality.

Required skills

• Social listening platforms
• AI‑assisted support tools