Description
Salesforce is seeking a Community Operations Analyst to support the volunteer leaders who bring the Trailblazer Community Groups program to life. The successful candidate will work closely with fellow Operations Analysts and Community Managers, collaborating with Events, Marketing, Product, and other teams to deliver a consistent, responsive community experience.
Responsibilities:
- Monitor and triage incoming cases, resolve questions promptly, and coordinate escalations with the appropriate teams.
- Support group leaders through every stage of their journey in the program , onboarding, offboarding, and everyday support through Slack.
- Help leaders navigate event tools, program processes, and logistical questions so they can focus on delivering great experiences for their members.
- Serve as the first line of defense for questions and queries coming in from the Trailblazer Community.
- Improve how we work by helping identify recurring support issues, gaps, and opportunities to simplify workflows and strengthen the leader experience.
- Create and maintain documentation that supports community initiatives and takes the guesswork out of finding answers , for leaders and the team alike.
- Identify trends, maintain accurate records and help prepare reports that help the team understand performance and prioritize improvements.
Requirements:
- 3+ years of experience in B2B community operations, customer support or customer success, with a track record of helping support user group, ambassador, or advocacy communities.
- An operational thinker who proactively improves processes and enjoys creating thoughtful program experiences.
- Strong organizational skills and attention to detail, with the ability to prioritize incoming requests and manage multiple tasks in a remote environment.
- A self-starter who builds strong working relationships, takes initiative, and uses sound judgment about when to act independently, collaborate, or escalate an issue.
- Flexible and adaptable, with the ability to adjust priorities as community needs evolve while keeping commitments and communicating changes.
- Strong communication skills, both written and verbal English (any other language is a bonus!).
- A data-driven mindset, with experience using spreadsheets or reporting tools to track KPIs, identify trends, and communicate findings.
- A customer-focused approach, with the empathy and patience to understand people's needs and help them navigate challenges.
- A collaborative teammate who shares knowledge, communicates openly, and works across teams to solve problems and support shared goals.
- Curious and eager to learn, with a genuine interest in how people connect and participate in communities.
Preferred Qualifications:
- Familiarity with community and event platforms such as Bevy, and experience supporting communities in Slack.
- Familiarity with Salesforce, particularly case management or reporting a plus.
- Experience using AI tools to improve support, documentation, reporting, or operational workflows.
- Proficiency in additional languages.
Benefits & Perks:
- Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
- World-class enablement and on-demand training with Trailhead.com.
- Exposure to executive thought leaders and regular 1:1 coaching with leadership.
- Volunteer opportunities and participation in our 1:1:1 model for giving back to the community.