Digital Community Co-op

About the Role & Project: We are seeking a highly motivated and detail-oriented Co-op to design, configure, and launch a new community forum for our notary network within Zendesk. This hands-on project is crucial for enhancing notary support, facilitating peer interaction, and gathering valuable feedback and directly contributing to our strategic goal of deepening community roots for optimal scale. Key Responsibilities: • * Over your 5-week co-op term, you will be responsible for the end-to-end development and initial launch of our Zendesk-based notary community forum, including: • Discovery & Planning: • Deep dive into Zendesk Guide/Gather features, including forums, Q&A, and customization options • Research best practices by analyzing existing Zendesk communities and other successful online forums • Collaborate with Notary Success, Support, and Product teams to define clear community goals and objectives • Propose the initial community structure, categories, and discussion topics based on notary needs • Identify key project milestones and internal stakeholder review points • Foundational Setup & Content Strategy: • Configure the basic Zendesk Guide portal and enable all necessary community features • Create initial community categories and discussion topics within Zendesk • Develop a content seeding plan, including converting common FAQs from Support, Notary Onboarding, and Notary Success tickets, and drafting introductory discussion prompts • Draft comprehensive community guidelines and ensure alignment with the Notary Code of Conduct • Begin outlining a robust moderation strategy, including roles and response protocols • Customization & Integration: • Apply Proof's branding and customize the community portal's layout for a seamless user experience • Investigate and plan the integration of community discussions with Zendesk Support, including how forum posts can lead to support tickets and considering the new AI-Bot launch in mid-July • Develop strategies for linking community discussions to existing Knowledge Base articles and informing future KB updates • Configure basic gamification elements (e.g., badges, "best answer" recognition) to encourage participation • Pilot Preparation & Communication Planning: • Develop a clear user onboarding flow for notaries joining the forum, in partnership with the Sr. Manager of Notary Onboarding • Identify and select a small pilot group of notaries for a soft launch • Draft comprehensive launch communications (email announcements, in-platform messages via monthly newsletter, LMS banners, Pendo messaging) • Identify and provide initial training to designated community moderators • Conduct thorough internal testing of the forum's functionality and user experience • Launch & Initial Monitoring: • Deploy the community forum to the identified pilot group or the broader notary network • Actively monitor initial discussions, user engagement levels, and immediate moderation needs • Analyze Zendesk's built-in community analytics to track performance • Collect qualitative feedback from pilot users to identify immediate areas for improvement What You'll Learn/Gain: • * Hands-on experience in community platform development and management • Deep understanding of Zendesk Guide/Gather capabilities • Skills in content strategy, moderation, and user engagement • Exposure to cross-functional collaboration with Product, Support, and Notary Success teams • Insights into the notary industry and the community experience attributes of a gig-economy workforce • Opportunity to directly impact the experience of thousands of notaries servicing signers through life’s most important moments Qualifications: • * Currently enrolled in a [e.g., Bachelor's or Master's] degree program in [e.g., Communications, Marketing, Information Systems, Business Administration, or a related field] • Strong interest in online communities, user experience, and customer (notary) success • Excellent written and verbal communication skills • Ability to work independently and collaboratively in a fast-paced environment • Familiarity with Zendesk or other CRM/support platforms is a plus • Experience with online forums or community platforms is a plus • Familiarity with the Notary industry is a plus $23 - $25 an hour Duration: 5 Weeks (Full-time) This job will be posted and accepting applications through August 29, 2025. Apply tot his job Apply To this Job