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Community Operations Specialist

Customer Success | San Francisco, CA | Full Time

Job Description

About Us

Artificial Intelligence (AI) is transforming the world in almost every industry. Everyone knows only high-quality annotated training data can produce the most accurate machine learning solutions. However, creating training data with high-quality in a scalable way is very challenging and very few companies can do it. Even less can do it well, which is why businesses across all industries trust Figure Eight. 

In March 2019, Figure Eight was acquired by Appen. Together, Appen and Figure Eight combine the best of human and machine intelligence to provide high-quality annotated training data that powers the world’s most innovative machine learning (ML) and business solutions. The Figure Eight platform enables ML and data-driven business solutions to scale across a diverse set of industries including retail, automotive, finance, manufacturing, agriculture, life sciences, robotics, and more. The Figure Eight platform transforms audio, video, text, and images into high-quality annotated data to support a variety of use cases ranging from computer vision and search relevance to data categorization and natural language processing (NLP). Learn more at www.figure-eight.com.

About the Role

Come work with a global community of individuals driving cutting-edge AI technology!

As Community Operations Specialist you will be the voice for Figure Eight to our massive network of online contributors. In addition to developing and implementing community engagement strategies, collaborating with other teams on challenging platform use cases, and assisting with support escalations, you’ll develop domain expertise of community demographics and manage platform localizations. As a member of the Contributor/Customer Success team, you’ll work cross-functionally to help drive product initiatives that support the supply-side of the business, and are excited about the opportunity to wear multiple hats and collaborate across the organization. The role has aspects of community management, as well as other day-to-day responsibilities such as handling ticket escalations and coordinating with our global community to deliver key customer projects. 

Responsibilities 

  • Discover and engage new contributors in high value but underutilized markets

  • Collaborate with Customer Success and Sales to ensure supply-side quality and throughput for projects in complex markets or use cases

  • Engage with highly trusted members of our community (contributors) on ongoing and ad-hoc strategic projects

  • Design, execute, and manage strategies for utilizing social media to engage with contributors

  • Execute direct outreach programs to grow contributor populations in high-value markets

  • Serve as the point of contact for language-specific capabilities for our contributors globally and regionally.

  • Manage and expand platform localization as needed

  • Collaborate with other Contributor Success team members to drive product priorities and initiatives

  • Resolve escalations from Contributor Support Representatives

  • Regularly audit work of Contributor Support Representatives to continue training and ensure quality

Requirements

  • B.A. or B.S. (Business or Communications preferred)

  • 3+ years experience growing and managing online communities

  • Excellent verbal and written communication skills

  • Proficiency in a foreign language

  • Experience with community support platforms (ZenDesk, Desk, Lithium, etc.)

  • Expertise with social media platforms and online community building tools

  • Advanced Excel skills and experience with basic web development (HTML, CSS)

  • Comfortable with technical discussions with internal product and developer stakeholders

  • Empathy, patience, and never-ending love for making people happy

Bonus

  • Fluent in Chinese, French, German, Italian, Portuguese, or Korean

  • SQL experience/familiarity

  • Experience building online community forums

  • Familiarity with or experience in gamification concepts for online communities

  • Leadership experience in a community support role