Job Title: Community & Customer Feedback Operations Contractor
Duration: 4+ months

Location:  Canada remote – Toronto or Vancouver ideal

Working Hours: 9-5 either time zone
Interview Process: First round with HM, 2^nd round with leader

Primary alignment with standard U.S. business hours, supporting stakeholders across East Coast to West Coast time zones.

Flexibility to accommodate occasional meetings with global teams in Singapore and India.

Minimum Education Required:  Bachelors or equivalent work experience

Top 3 experience “must haves”:

1. External customer relationship management experience
2. Customer success expertise with strong professionalism and CRM proficiency
3. Experience using AI for data synthesis and insights generation             

Minimum years of experience:?? 3-5

Overview

• Client is seeking a highly organized, customer-focused Community & Customer Feedback Operations Contractor to support customer engagement, feedback management, and Voice of Customer programs for Account.
• This role combines community management, customer feedback operations, and program management responsibilities. The contractor will be responsible for maintaining the Account Ideas Forum, managing the Admin Customer Council program, facilitating customer feedback loops with product teams, and partnering with XD Research to ensure customer insights from these forums are captured, synthesized, and translated into actionable recommendations.
• The ideal candidate enjoys working directly with customers, excels at organizing complex information, and can effectively coordinate across Product Management, User Experience, Experience Research and Community teams. This role requires strong communication skills, attention to detail, and the ability to manage multiple workstreams independently.

Key Responsibilities

Community & Ideas Forum Management

• Manage the  Account Ideas Forum as a strategic customer feedback channel, ensuring ideas receive timely review, responses, and status updates.
• Responsibilities include:
  • Review, triage, and respond to customer-submitted ideas related to Account.
  • Conduct ongoing backlog cleanup and maintenance of historical forum submissions.
  • Evaluate ideas to determine:
  • Whether the requested capability has already been implemented.
  • Whether additional clarification is required.
  • Whether the idea belongs within Account scope or should be routed to another product team.
  • Whether the submission represents a support issue rather than a product enhancement request.
  • Whether the idea is a duplicate of an existing submission.
  • Whether the idea remains relevant and actionable.
• Engage directly with customers to gather additional context, examples, screenshots, and workflow details when needed.
• Maintain and update idea statuses according to established guidelines.
• Document rationale for status changes and provide links to supporting resources, documentation, public roadmap information, or product announcements.
• Identify highly engaged or strategically relevant ideas and surface them to Product Managers and User Experience teams for review.
• Coordinate with internal stakeholders to route, merge, or reassign ideas when appropriate.
• Help improve the overall quality, relevance, and usefulness of the Account Ideas Forum.

 

Customer Council Program Management

• Manage Admin Customer Council, a strategic customer engagement program consisting of administrators responsible for managing software licenses, users, roles, and entitlements within their organizations.
• The Customer Council serves as a collaborative forum where customers and product teams exchange feedback on current experiences, recently released capabilities, product concepts, and future opportunities.
• Responsibilities include:
• Meeting Planning & Agenda Development
  • Coordinate and manage bi-monthly Customer Council meetings.
  • Partner with Product Managers, UX teams, and other stakeholders to gather discussion topics, product updates, feature reviews, and validation opportunities.
  • Collect discussion topics, questions, and feedback requests from participating customers.
  • Develop and maintain meeting agendas that balance priorities with customer interests and business needs.
  • Prepare and distribute meeting materials, agendas, and supporting documentation.
• Customer Engagement & Relationship Management
  • Serve as a primary point of contact for Customer Council members.
  • Build and maintain strong relationships with participating customers.
  • Encourage ongoing engagement and participation between meetings.
  • Support recruitment, onboarding, and retention of Customer Council members.
  • Ensure participating customers feel heard and understand how their feedback influences decision-making.
• Meeting Facilitation & Feedback Collection
  • Support facilitation of Customer Council discussions alongside Product Managers, UX teams, and other stakeholders.
  • Capture detailed notes, customer feedback, concerns, feature requests, and validation findings during meetings.
  • Identify recurring themes, customer pain points, and emerging opportunities.
  • Accurately document and distribute meeting outcomes to relevant internal teams.
• Action Tracking & Follow-Through
  • Synthesize meeting discussions into actionable insights and recommendations.
  • Track action items, customer requests, decisions, and follow-up commitments.
  • Coordinate with internal teams to ensure customer feedback is reviewed and addressed appropriately.
  • Maintain program documentation, meeting records, customer feedback repositories, and action logs.
  • Develop recurring reporting that highlights customer sentiment, trends, product feedback, and strategic opportunities.

Required Qualifications

• Experience in community management, customer success, customer support, program management, product feedback management, market research, user research, or a related customer-facing role.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with the ability to engage professionally with customers and internal stakeholders.
• Demonstrated ability to facilitate meetings, manage agendas, and coordinate follow-up activities.
• Strong organizational and project management skills.
• Exceptional attention to detail and ability to manage multiple priorities simultaneously.
• Experience analyzing qualitative customer feedback and identifying patterns or themes.
• Ability to work independently with minimal supervision.
• Strong problem-solving and critical-thinking skills.

 

Preferred Qualifications

• Experience managing customer advisory boards, customer councils, beta programs, user groups, or customer communities.
• Experience working with SaaS products, enterprise software, or technology platforms.
• Familiarity with product development processes and roadmap planning.
• Experience collaborating with Product Managers, UX Researchers, Designers, Customer Success teams, or Product Operations teams.
• Familiarity with products, licensing, account administration, or enterprise software management.
• Experience creating executive-ready summaries, reports, and customer feedback presentations.

Success Measures

Success in this role will be demonstrated through:

• Consistent review and processing of Ideas Forum submissions.
• Improved accuracy and timeliness of idea status management.
• Increased customer engagement and responsiveness across community channels.
• Effective management and growth of the Admin Customer Council program.
• Delivery of high-quality meeting agendas, summaries, and action tracking.
• Strong relationships with participating customers and internal stakeholders.
• Clear, actionable synthesis of customer feedback that informs product decisions.
• Improved visibility and accessibility of Voice of Customer insights across teams

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.The pay rate for this position is C$60.00/hr.