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Writing and Community Building

Location:Ottawa, ON, Canada (Anywhere)

Education level: College/University
Education field: Communication and journalism
Years of experience: more than 5
Attributes that best describes:
Good communicator

The past 2 years of my professional life have been spent at Change Heroes. I like to refer to my time at Change Heroes as a very educational lesson in professional hat-swapping, as I alternated between the roles of Social Media Intern, Tech Support Manager, Client Success Manager, and Community Manager.

As a Social Media Intern, I helped establish the Change Heroes brand through copywriting, article publishing, and social media engagement. I managed the blog and all social media accounts (which have a combined audience of over 350,000 followers). I also co-created and executed the company’s holiday marketing campaign which promoted company initiatives, while actively engaging the Change Heroes audience in a ‘13 Days of Giving’ challenge.

As a Tech Support Manager I worked with the Product Team in transferring our support process to Zendesk and JIRA, through which I would triage and resolve user support issues. I was responsible for creating the first public FAQ for users, managing the support email account and for taking care of all live chats through Olark.

As a Client Success Manager, I worked one-one-one with users to ensure that they ran successful and fulfilling campaigns, and created/executed strategies for gaining and converting campaign runners. The Campaign Success role was twofold, as it also involved working one-one-one with our partner charities, aiding in the onboarding process, and then providing support throughout their campaigns. I collaborated with the charity's to ensure that all success strategies were tailored to their target audience and to ensure that the charities ‘story’ was woven into the campaign experience throughout.

As a Community Manager, I tracked the pulse of all users through the support channels and social channels to ensure the overall well-being of all Change Heroes community members. As a primary person of contact for the community, I built close relationships with our users and acted as their internal advocate, providing user feedback directly to our UX Manager. I wrote/sent newsletters, conducted interviews with community members, and wrote/published blog posts that shone the spotlight both on campaign runners and the Change Heroes platform.

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