Community Specialist

Job Summary:

The Community Engagement Specialist is responsible for managing post-purchase customer engagement across Segway-owned and customer-driven community platforms, including forums, Facebook Groups, Reddit communities, and the Segway App. This role serves as the primary community-facing representative for the brand, fostering customer relationships, monitoring owner sentiment, and facilitating communication between customers and internal teams. The position supports customer retention, brand loyalty, and product feedback collection through active engagement, community-building initiatives, and structured reporting.

General Duties and Responsibilities:

• Engage directly with Segway customers across consumer-owned forums, Facebook Groups, Reddit communities, the Segway App, and other post-purchase engagement channels.
• Serve as the primary community-facing representative for the brand within owner and enthusiast communities.
• Monitor and analyze post-purchase customer sentiment, feedback, and discussion trends across community platforms.
• Prepare structured reports and insights related to customer sentiment, recurring issues, product feedback, and community trends for Marketing, Product, User Operations, and Customer Service teams.
• Respond promptly and professionally to customer questions, concerns, and product-related discussions within community environments.
• Partner with Customer Service teams to escalate customer issues requiring formal support workflows or operational resolution.
• Plan and execute community-building initiatives including online events, owner Q&A sessions, AMAs, virtual ride experiences, demo days, group rides, and owner meetups.
• Maintain structured communication channels between customers and internal stakeholders to ensure customer feedback is translated into actionable business insights.
• Build and maintain relationships with influential community members, rider leaders, moderators, and enthusiast groups to strengthen brand trust and engagement.
• Track and analyze community performance metrics including engagement levels, membership growth, sentiment trends, response times, and issue resolution outcomes.
• Develop regular reporting and recommendations to support continuous improvement of community engagement strategies and customer experience initiatives.
• Research competitor community programs, industry engagement trends, and customer experience best practices to identify opportunities for enhancement.
• Collaborate cross-functionally with Marketing, Product, User Operations, and Customer Service teams to support broader customer engagement and brand initiatives.
• Support customer advocacy and loyalty-building efforts through proactive engagement and relationship management.
• Maintain compliance with company communication standards, brand guidelines, and community management policies.
• Perform other related duties as assigned in support of customer community engagement and post-purchase experience initiatives.

Supervisory Responsibilities:

• This job has no supervisory responsibilities.

Qualifications:

• Bachelor’s degree in Marketing, Communications, Public Relations, or a related field preferred, or equivalent work experience in social media, community management, or digital marketing.
• Minimum 2 years of relevant experience in online community management, customer engagement, customer experience, or social media operations, preferably in a eMobility, consumer electronics, or powersports.
• Experience managing customer communities across platforms such as Reddit, Facebook Groups, forums, Discord, or mobile applications.
• Strong understanding of customer engagement strategies, online community dynamics, and post-purchase customer experience management.
• Experience responding to customer inquiries and managing sensitive customer interactions in public-facing environments.
• Strong written and verbal communication skills with the ability to communicate authentically and professionally across diverse audiences.
• Experience analyzing customer sentiment, engagement metrics, and community trends.
• Ability to synthesize customer feedback into actionable insights and recommendations for internal stakeholders.
• Experience planning and coordinating customer engagement events or community initiatives is preferred.
• Strong organizational and cross-functional collaboration skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining professionalism and responsiveness.
• Passion for micro mobility, powersports, technology, or enthusiast communities is preferred.
• Strategic thinker with a high degree of ownership, execution capability, and a results-oriented approach.
• Experience working in a multinational company within an international team is a plus.
• Bilingual in English and Mandarin is a plus.

Physical Demands:

This position is primarily office-based and requires prolonged periods of sitting and working at a computer using standard office equipment. The role involves frequent real-time monitoring of digital platforms and may require occasional evening or weekend availability to manage community engagement during peak activity periods. The employee must often lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required for this job include close vision, color vision, and the ability to adjust focus.

EEO Statement:

Segway Inc. is committed to providing Equal Opportunity in Employment to all applicants and employees regardless of race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.