Community Engagement Lead

Company: Trauma Healing Accelerated
Role: Community Engagement Lead

Target start date: ASAP
Duration: 30 Day Contract with the option to extend to a permanent role
Hours: 35-45 hours per week
Location(onsite/offsite): Fully Remote
Compensation: to be discussed/based on experience and education

*Do not submit your application through LinkedIn. The instructions on how to apply are at the bottom. Please read the below carefully:

Why Join Trauma Healing Accelerated?

Have A Global Impact: Trauma Healing Accelerated, led by Dr. Aimie Apigian, founder of The Biology of Trauma® lens, is an LLC dedicated to model a holistic and integrative approach for addressing stored trauma in the body. We offer online courses for individuals and a training program for practitioners around the world. We provide education through our email subscribers, and platforms like social media, youtube and a podcast. We are a leader in the health and trauma space by bridging the worlds of trauma and functional medicine and contributing to research. Your contribution would help empower individuals all over the world on their trauma healing journey.

Our Mission:. By addressing the Biology of Trauma®, not just one psychology and emotions, we believe that people can accelerate their trauma healing journey, whether from a chronic health issue, anxiety or relationship challenges. The Biology of Trauma® has been the missing piece for our current medical and mental health models and our mission is to bring the Biology of Trauma® model to all medical and mental health educational systems around the world by the year 2041, becoming the leader in bridging the worlds of trauma and functional medicine.

Our Values: THA’s fundamental principles center around our commitment to excellence. We bring our best and we do our best. We do that through preparation, integrity, taking personal responsibility and learning effective communication. All this is through a continual process of tracking processes and outcomes and learning lessons to do better.

Uplevel Yourself: Be prepared to learn how to perform at the top of your game and above industry standards. Expect to learn by asking questions of how you could do this better and more efficiently, analyzing your results and numbers and doing your part to contribute to the excellence of a dynamic team.

Team Collaboration: Be a part of a team that values supporting each other and giving before receiving, going the extra mile for each other because we know that is what they would do for us. Our goal is to go far, go fast (though not rushed) and have fun doing it.

Job Summary:
We are seeking a Community Engagement Lead with a strong background in customer service and social media engagement. The ideal candidate will elevate our current customer support framework, including coaching and engaging with our community across social platforms. Furthermore, this role will pioneer the implementation of an AI chatbot to enhance community member interaction and self-service capabilities.

Key Responsibilities:
Leadership and Strategy Development:
Drive the strategy and enhancement of our customer service approach, focusing on innovation and efficiency.
Lead the development and implementation of an AI chatbot to provide immediate, 24/7 support for FAQs and community assistance.
Community Engagement and Support:
Manage and evolve the main customer service channels to ensure responsive, empathetic customer interactions that align with our brand voice.
Identify hesitations and concerns, then develop and implement processes to overcome them, working independently.
Analyze current engagement strategies on social media, identifying opportunities for increased interaction, re-engagement, and community satisfaction.
Create a positive and supportive community environment for our online communities: Inter-Community Support and our Professional’s Network.
Operational Excellence:
Oversee the maintenance and update of all customer service procedures, ensuring they are streamlined, up-to-date, and effective.
Produce and review monthly reports on customer engagement metrics, including inquiry resolution rates and feedback on the AI chatbot’s performance.
Utilize this newly created process to identify issues and improve our processes, working cross-functionally with department leads to do so.
Coordinate with cross-functional teams to align on customer service strategies, marketing campaigns, and product updates.

Qualifications and Skills:
Proven experience in leading customer service or community engagement teams, preferably in a digital or social media context.
Demonstrated ability to implement technology solutions, such as AI chatbots, to enhance customer experience.
Strong analytical skills, with the capability to translate data into actionable strategies.
Exceptional communication and interpersonal skills, capable of fostering strong relationships both internally and externally.
Proficiency in social media platforms and analytics tools, with a keen understanding of digital community dynamics.
Solid project management skills, with a track record of successfully leading initiatives from conception to completion.
Ability to thrive in a fast-paced environment, managing multiple priorities with a focus on delivering results.

* To Apply:

Complete the application form: Click to view/D3dEVHeo61Bk6ppk7

At the end of the application above are the specific instructions to do next. Please note, that the application process itself is part of the test. If the application instructions are not completed exactly as instructed, you will not be a good fit for this position and we thank you for your time.

** Qualified candidates will be invited to proceed to the next level of the application process. If you are not selected, you will not receive an email inviting you to the next step in the application process and we thank you so much for your time!