Community Lead

About the role

As our Community Lead, you’ll help create an engaging, inclusive and genuinely useful online experience for MYOB’s customers and partners. You’ll manage conversations across our Community Forum and social channels, provide timely support, and turn community feedback into insights that help improve the wider customer experience. Working across Customer Success, Product, Marketing and Partner teams, you’ll be the voice of our community inside the business and help our members feel heard, supported and connected.

Key responsibilities

• Develop and deliver initiatives that grow participation and engagement across our online community
• Be an active presence across the Community Forum and social channels, responding to questions, feedback and concerns
• Moderate conversations to maintain a respectful, constructive and inclusive environment
• Monitor public review platforms, track customer sentiment and provide thoughtful, personalised responses
• Build stronger connections with customers and partners through community programs, promotions and virtual events
• Turn community feedback and trends into clear insights and improvement opportunities for the business
• Collaborate with Product, Customer Success, Marketing and other teams to align community initiatives with business priorities

What we’d love to see from you

• Experience managing, moderating or growing an online community, ideally within a technology or SaaS environment
• A customer-first mindset, with the empathy and judgement to handle a variety of questions and conversations
• Strong written and verbal communication skills, with the ability to adapt your approach for different audiences
• Confidence working across community forums, social media, CRM or other digital engagement platforms
• Strong organisation and prioritisation skills, with the ability to manage multiple activities independently
• A curious and analytical approach, with experience using feedback and community metrics to identify trends and opportunities
• A collaborative style and the confidence to advocate for customers and partners across different teams