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Salary: USD 50,000 - 60,000 / annual
Tripadvisor's Cruise Critic brand is seeking a Community & UGC Support Specialist to manage user-generated content and support the platform's vibrant community forums. Cruise Critic hosts over 700,000 member reviews and attracts more than five million monthly visitors, with thousands of daily conversations spanning cruise selection, port advice, and community connections through Roll Call forums for cruisers on the same voyage.
In this role, you will review and publish user-generated content in compliance with Tripadvisor's review publication philosophy, monitor community and feedback email inboxes to provide member support related to message boards and site features, and identify emerging user needs and trends. You'll troubleshoot technical issues on the forum platform, escalate bug reports to engineering as needed, and assist Community Leader Volunteers. Additional responsibilities include reporting on Cruisers' Choice Awards content compliance, performing QA tasks, and supporting community projects as assigned.
You'll work independently with minimal supervision, using judgment to uphold brand integrity and community guidelines while maintaining confidentiality. The role requires strong interpersonal and customer service skills, excellent written and verbal communication, and a passion for travel and online community experiences.
REQUIREMENTS:
- Minimum two years of Community Management and UGC experience, preferably for a popular consumer-facing website
- Excellent interpersonal skills, patience, and genuine desire to help users with technology challenges
- Willingness to own responsibilities and work with minimal supervision
- Solid computer skills including proficiency with Google Suite, all Internet browsers, and mobile operating systems
- Ability to use appropriate judgment based on brand integrity principles and community guidelines
- Tact, diplomacy, and sensitivity to confidential information
- Excellent command of English language with strong grammar, punctuation, spelling, and proofreading skills
- Verbal communication skills with ability to organize and prioritize workflow
- Team player mentality
- Passionate about travel, cruise, and online community experience
- Experience with web-based tools and databases including community software platforms and Slack
- Willingness to learn Figma, Miro, Adobe, and Tableau platforms
