Conduct qualitative and quantitative research to identify user behaviors, motivations, and unmet needs.
Organize and facilitate community discussions, focus groups, and roundtables to gather deep feedback on specific product themes or platform updates.
Design, deploy, and analyze targeted user surveys to validate hypotheses and measure sentiment on specific initiatives.
Analyze recurring themes in community discussions to categorize "voice of the customer" trends.
Map end-to-end user journeys to identify friction points and opportunities for better platform engagement and support.
Manage the Community Zendesk feedback queue, ensuring that user ideas, concerns, and feedback are acknowledged, categorized and synthesized.
Help segment our user base (from core contributors to casual visitors) to provide tailored insights for different platform experiences.
Collaborate with the Community Managers and others to identify "high-potential" communities for growth and retention.
Act as the bridge for insight visibility; ensure feedback and feature requests are clearly captured and communicated through Zendesk and JIRA.
Work closely with Product and Community teams to provide data-backed solutions for detected community pain points.
Contribute to the creation of a unified community database that tracks previous decisions, tools, power users, and user feedback.
Suggest and help implement AI-powered or automated tools to streamline community reporting and sentiment tracking.

3+ years of experience understanding fan bases and online communities, with a proven ability to build research around user-generated content to inform community strategy and operations.
Proven ability to design and analyze surveys and lead qualitative research discussions or focus groups with community members and power users.
Strong understanding of online community dynamics, social platforms, and the nuances of fandom culture.
Excellent written communication skills, with the ability to "tell a story" through data for non-technical audiences.
Hands-on experience managing feedback loops, prioritizing requests, and coordinating with teams to influence direction.
Ability to work independently, managing multiple research threads with high flexibility.
Experience with data visualization and analytical tools.
Experience with SQL or basic data querying.
Genuine passion for Fandom, gaming, or pop culture.

Laptop and all the gear you need for work
Free access to a multitude of popular online courses and books sponsored by our company
Training (unlimited Udemy + more)
Company stock options
Company swag packages
Private Medical and Dental Insurance
Life insurance, critical illness insurance and income protection insurance
Company pension 5% ER, 5% EE
VTO (Voluntary Time Off)
a day off every quarter for volunteering non-profit
Frequent team bonding events
Flexible work hours & time-off
Employee Interest and Hobby Groups supported by our company
Open, energetic and fan-focused, international work environment

Community Research Specialist

Key skills