Community Moderation Specialist (Aspire)

We’re Aspire, a ServiceTitan company 

We’re Aspire, the leading SaaS provider for commercial landscaping, snow and ice removal, and janitorial businesses. Recently acquired by ServiceTitan, the world's leading provider of software for the trades, our cloud-based business management system enables contractors to grow their business, streamline operations, provide insights, and ultimately impress their customers. When you join our team, you’ll be a part of one of the fastest-growing companies in St. Louis, with an award-winning culture that’s been celebrated by the St. Louis Business Journal and Inc. Magazine. Trusted by thousands of premier field services leaders in the U.S. and Canada, our solutions empower our clients to make better business decisions for their company. Our new partnership with ServiceTitan will enable us to continue scaling our platform and customer base while maintaining our collaborative, tight-knit culture.

Ready to be a Titan?

The Community Moderation Specialist will serve as a key player in developing and monitoring our Aspire customer community group, creating a channel strategy, actively managing and moderating all aspects of the group, working with stakeholders/teams across the company to problem-solve and respond to issues in a timely manner, and supporting a comprehensive customer experience. 

Our Social Media team is seeking someone who has a strong passion for serving and understanding customers, who truly understands how customer success is tied to our brand success, and who can help us continue to build a robust customer experience through an online community while having some fun along the way.

What you'll do:

Effectively perform administrative and moderation duties, including but not limited to:

• Developing and executing our engagement strategy for the group

• Monitoring and routing (escalating) issues that are identified in the group, and other social channels

• Diligently track customer questions, issues, and recommendations and communicate them to the appropriate teams

• Building brand personality and customer trust through regular one and two-way communications

• Monitor relevant online conversations among people in trade services to get a pulse on key topics and trends

• Respond to customers with a wide variety of product and service needs via the Gainsight community group

• Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed

• Capture and analyze insights, and learnings, and regularly share with internal stakeholders to drive awareness and action

• Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience

• Leverage monitoring tools for insights and alignment with company goals

• Retain a high level of knowledge and familiarity with Aspire’s products, services, and the field services industries

• Use community guidelines as needed to ensure a positive and safe environment in the group

• Manage a team of Social Listeners (contingent workers), including but not limited to: Coverage schedule and absence, Adherence to established procedures and SLAs, and Performance expectations.

What you'll bring:

• Ideally, 4+ years experience in social media, community management, customer service, support, or marketing. 

• Hyper-focused on serving customers first.

• Familiarity with community platforms, page and group management.

• Familiarity with Salesforce, Gainsight and Tableau.

• Ability to build networks and develop genuine relationships and partnerships.

• Ability to empathize with exceptional listening skills.

• Strong communication skills - you know how to stir up great conversation, foster engagement and interaction, and listen.

• Flexibility to wear multiple hats - no job being too small or too large.

• Passion for working in an entrepreneurial and fast-paced environment.

• Analytical mindset able to collect, synthesize, and use social data to affect change.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:

When you join our team, you’re not just accep