Virtual Community & UGC Support Specialist

Role overview

A fully remote opportunity to support a large, active online cruise community by moderating user-generated content, responding to member inquiries, and helping keep forum discussions running smoothly. The role blends community management, content review, light technical troubleshooting, and member support for a high-traffic consumer travel site. It suits someone who enjoys travel, online forums, and helping members get the most out of a community platform.

Responsibilities

- Review and publish user-submitted content in line with established publication guidelines - Track sentiment and trends in member reviews to support awards-related reporting - Monitor and reply to community and feedback inboxes, assisting members with site features and forum questions - Watch for forum platform issues, troubleshoot problems, and escalate bugs to management or engineering as needed - Support community leader volunteers and assist the team with broader community projects - Conduct quality assurance checks to maintain a smooth experience for members

Requirements

- At least two years of community management and user-generated content experience, ideally for a consumer-facing website - Strong written English with excellent grammar, proofreading, and organizational skills - Proficiency with Google Workspace, common web browsers, and mobile operating systems - Patience, sound judgment, and the ability to work independently with minimal supervision - Tact and diplomacy when handling confidential information and applying community guidelines - Familiarity with web-based tools, databases, community platforms, and Slack, plus willingness to learn Figma, Miro, Adobe, and Tableau

Nice to have

- Genuine passion for travel, cruising, and online community experiences - Prior exposure to consumer awards programs or sentiment analysis

Benefits and work setup

- Remote-friendly position based in the United States with flexible scheduling and work-life balance as a stated priority - Health benefits and an employee assistance program with competitive premiums - Donation matching, tuition assistance, and an annual lifestyle benefit - Travel discounts and perks for personal use - Generous employee referral scheme